IT Service Desk Lead

Tandy Leather•Fort Worth, TX

69d

About The Position

Tandy Leather Factory Inc. is seeking a dynamic and experienced IT Service Desk Manager to lead our technical support team. In this crucial role, you will be responsible for overseeing the day-to-day operations of our IT service desk, ensuring the delivery of exceptional customer service to our internal clients. The ideal candidate will have a strong background in implementing and maintaining ITIL best practices, managing a team of skilled technicians, and continuously improving service delivery processes. You will play a pivotal role in bridging the gap between our IT department and end-users, fostering a culture of excellence in customer support while aligning service desk operations with our organization's broader IT strategy and business objectives.The IT Service Desk Lead will be responsible for ensuring that all technology support requests are handled efficiently and within agreed Service Level Agreements (SLAs). This is a hands-on, customer-facing leadership rolethe individual will work tickets directly while also monitoring service desk performance, producing operational reports, and driving continuous improvement by implementing ITIL-based processes. The role supports Tandys retail stores, distribution center, and corporate users, requiring strong interpersonal skills and a service-oriented mindset.

Requirements

Hands-on IT support experience (minimum of 5 years) in a service desk or technical support environment.
Proven ability to deliver exceptional customer service in a front-line IT support role.
Strong knowledge of networking fundamentals (LAN/WAN, VPN, Wi-Fi troubleshooting) in Cisco Meraki, Catalyst and Fortinet equipment.
Experience with Zebra printers and Apple/Android handheld devices managed thru a MDM (NinjaOne, JAMF, Intune).
Experience with Microsoft Entra (Azure Active Directory) and IAM (Identity and Access Management).
Proficiency in Windows operating systems, Office 365, and endpoint management.
Familiarity with ITIL principles and practical experience applying them to service desk operations.
Excellent troubleshooting and problem-solving skills with a customer-first mindset.
Ability to produce clear, actionable reports and communicate insights to leadership.
Strong written and verbal communication skills, with the ability to explain technical issues to non-technical users.
Highly organized, detail-oriented, and able to manage competing priorities in a fast-paced environment.

Nice To Haves

Experience supporting Point of Sale (POS) systems in a retail environment.
Background in configuration and use of network monitoring platforms such as LogicMonitor, PRTG, Nagios, Zabbix.
Extensive experience with IT Service Management tools (e.g., Freshservice, ServiceNow, Jira Service Management).
Have the ability to maintain and configure service management tools.
Knowledge of Microsoft Dynamics 365 or similar ERP systems.
Previous experience in a multi-site retail or distribution organization.
Strong problem-solving, troubleshooting, and communication skills.
Demonstrated ability to effectively communicate and quickly build rapport with C-suite executives while delivering premium, white-glove technical support.
Extensive background configuring devices for Zero Touch Deployment to streamline processes.
Ability to train and support end users and collaborate across departments.
Willingness to work weekend shifts and serve as part of the on-call IT support rotation.

Responsibilities

Lead day-to-day IT service desk operations, ensuring all incidents and requests are logged, tracked, and resolved within SLA.
Serve as a primary point of contact for end users, delivering high-quality, customer-focused support.
Act as the escalation point for complex or high-priority issues, driving timely resolution.
Work tickets directly, providing hands-on support to retail stores, the distribution center, and corporate teams.
Develop, implement, and maintain ITIL-based processes (Incident, Problem, Change, and Request Management).
Create, analyze, and distribute service desk reports, highlighting SLA compliance, ticket volume trends, and opportunities for improvement.
Monitor and optimize ticket queues, ensuring fair distribution of workload and timely resolution.
Provide guidance, coaching, and support to service desk team members (if applicable).
Collaborate with infrastructure, network, and application teams to resolve recurring issues and improve user experience.
Document solutions, create knowledge base articles, and promote self-service capabilities where appropriate.
Contribute to IT projects impacting service desk operations, retail technology, and corporate systems.