IT SERVICE DESK LEAD

United State Cold Storage Inc / USCS•Camden, NJ

1d•$75,000 - $85,000•Onsite

About The Position

The IT Service Desk Lead provides advanced technical support while coordinating the day-to-day operations of the Service Desk team. This position serves as the primary escalation point for complex incidents and service requests, ensuring issues are resolved efficiently and aligned with established service levels. The role also helps prioritize workloads, mentor Service Desk staff, promote knowledge sharing, and drive continuous improvement initiatives across the support organization. This position works closely with Infrastructure, Security, Applications, Operations, and business teams to maintain a secure, stable, and productive technology environment across the US Cold network. The ideal candidate combines strong technical expertise, leadership capabilities, customer service excellence, and a passion for operational improvement.

Requirements

Associate's degree, technical certification, or equivalent combination of education and experience.
Minimum 5 years of experience supporting Service Desk operations, desktop support, or end-user computing environments.
Minimum 2 years of experience leading, mentoring, coordinating, or supervising technical support teams.
Experience troubleshooting Windows operating systems and Microsoft Office applications.
Experience supporting Microsoft 365 environments.
Experience configuring and supporting laptops, desktops, printers, mobile devices, and peripherals.
Experience managing ticket queues, prioritization, incident escalation, and service delivery activities.
Strong customer service, communication, documentation, leadership, and problem-solving skills.
Working knowledge of networking fundamentals and common troubleshooting methodologies.
Ability to work independently while collaborating effectively across technical and business teams.

Nice To Haves

A+ Certification.
Experience with Active Directory, Exchange, Intune, and Microsoft Azure administration.
Experience supporting macOS devices.
ITIL certification or familiarity with ITIL service management practices.
Technical writing and knowledge management experience.
Experience working with vendor support organizations and managed service providers.
Experience supporting multi-site enterprise environments.

Responsibilities

Deliver advanced technical support for hardware, software, operating systems, mobile devices, printers, collaboration tools, and enterprise applications.
Serve as the primary escalation point for complex incidents and service requests while maintaining ownership through resolution.
Monitor Service Desk queues, prioritize ticket assignments, balance workloads, and ensure adherence to service level objectives and response targets.
Manage incidents and service requests throughout their lifecycle, ensuring accurate documentation, communication, and service delivery.
Troubleshoot and resolve endpoint, workstation, network connectivity, infrastructure, and application issues with minimal business disruption.
Configure, deploy, maintain, and support desktops, laptops, mobile devices, peripherals, and related endpoint technologies.
Support Microsoft 365 services, Active Directory, Exchange, Intune, Azure, and associated user administration activities.
Assist with installation, maintenance, availability, and operational support of network and infrastructure services.
Coordinate onboarding activities including equipment deployment, account provisioning, workstation setup, training, and knowledge transfer.
Mentor Service Desk staff through technical guidance, troubleshooting assistance, coaching, and knowledge sharing.
Create and maintain knowledge base articles, standard operating procedures, technical documentation, and operational processes.
Identify recurring issues, perform root cause analysis, and recommend automation opportunities, process improvements, and ticket reduction strategies.
Collaborate with vendors, managed service providers, and internal technology teams to improve service reliability and resolve issues efficiently.
Participate in on-call, after-hours, holiday, or shift support rotations when required.
Travel occasionally to US Cold facilities to support projects, deployments, and onsite technical initiatives.