IT Service Desk Lead

Pipestone • Pipestone, MN

12d • Hybrid

About The Position

Are you an experienced IT professional who enjoys solving complex technical challenges while leading and mentoring a team? PIPESTONE is looking for an IT Service Desk Lead to oversee daily help desk operations, support escalated technical issues, and help drive exceptional service for our internal customers.

Requirements

• 3+ years of IT support experience, including Tier 2 and Tier 3 troubleshooting
• Previous leadership, supervisory, or team management experience within IT support
• Strong customer service mindset and problem-solving skills
• Experience with ticketing/IT service management platforms
• Proficiency supporting Microsoft environments, including Windows, Microsoft 365, Active Directory/Entra ID, Teams, and Outlook

Nice To Haves

• Experience leading a Help Desk, Service Desk, or Desktop Support team
• Knowledge of endpoint management, device imaging, software deployment, and user provisioning

Responsibilities

• Lead, coach, and develop Help Desk team members
• Manage ticket queues, workload distribution, and service quality
• Serve as the escalation point for complex Tier 2 and Tier 3 technical issues
• Troubleshoot hardware, software, networking, Microsoft 365, Active Directory/Entra ID, Teams, Outlook, and more
• Collaborate with infrastructure, security, and application teams to resolve challenging issues
• Improve IT support processes, documentation, and knowledge base resources
• Monitor service metrics and identify opportunities to enhance efficiency and customer satisfaction
• Deliver outstanding support and communication to employees across the organization

Benefits

• Paid Single Health Insurance (Family Plans Available)
• Dental, Vision, Life & Disability Insurance
• PTO + Paid Holidays
• Retirement Plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed