IT Service Desk Lead

Diaz Anselmo & Assoc. PA•Naperville, IL

5d•$60,000 - $75,000

About The Position

We’re looking for a Service Desk Lead to serve as our primary Level 2 escalation point and the operational lead for daily service desk activities. This role blends hands‑on advanced troubleshooting with oversight of daily service desk operations, ticket quality, process improvement, and service delivery performance. This is a technical leadership role without direct personnel management, ideal for someone who loves solving complex problems, improving systems, and elevating the performance of a support team.

Requirements

Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience)
3–5+ years of progressive IT support experience
Experience as a senior technician, escalation resource, or technical lead
Hands‑on experience with Microsoft 365, Windows 11, Active Directory, and enterprise applications
Experience managing ticket queues and service desk workflows
Advanced Microsoft 365 administration
Strong troubleshooting across desktop, application, network, and remote access
Experience with AD, Group Policy, DNS, DHCP, VPN
Familiarity with ticketing systems (NinjaOne, Jira, ServiceNow, etc.)
Excellent customer service with strong organization and time management skills

Nice To Haves

Preferred Certifications: CompTIA A+, CompTIA Network+, Microsoft Certified: Azure Administrator, ITIL Foundation.

Responsibilities

Level 2 Escalation: Troubleshoot advanced hardware, software, application, networking, and remote access issues.
Ticket Queue Oversight: Monitor queues, assign tickets, and ensure SLA compliance.
Workload Prioritization: Coordinate support activities to meet service expectations.
Technical Mentoring: Provide guidance, coaching, and knowledge sharing to Service Desk staff.
Ticket Quality Review: Audit documentation and ensure adherence to IT procedures.
Metrics & Reporting: Track SLA performance, backlog, and resolution trends.
Incident Coordination: Act as point of contact during major incidents and service disruptions.
Onboarding/Offboarding: Lead account provisioning and deprovisioning activities.
Vendor Escalation: Work with third‑party providers to resolve complex issues.
Knowledge Base Management: Maintain and expand IT documentation and procedures.
Endpoint Management: Support deployments, patching, and system maintenance.
Microsoft 365 & AD Support : Assist with administration and configuration.
IT Projects: Participate in upgrades, implementations, and continuous improvement initiatives.