IT Service Desk Lead

Diaz Anselmo & Assoc. PA • Naperville, IL

4d • Onsite

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 skills 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 skills
• Strong organization and time management skills

Nice To Haves

• CompTIA A+
• CompTIA Network+
• Microsoft Certified: Azure Administrator
• ITIL Foundation

Responsibilities

• Serve as the primary Level 2 escalation point for advanced hardware, software, application, networking, and remote access issues.
• Oversee daily service desk operations, monitor ticket queues, assign tickets, and ensure SLA compliance.
• Coordinate support activities and prioritize workloads to meet service expectations.
• Provide technical guidance, coaching, and knowledge sharing to Service Desk staff.
• Review ticket quality, audit documentation, and ensure adherence to IT procedures.
• Track SLA performance, backlog, and resolution trends, and generate reports.
• Act as the point of contact during major incidents and service disruptions.
• Lead account provisioning and deprovisioning activities for onboarding and offboarding.
• Escalate and work with third‑party providers to resolve complex issues.
• Maintain and expand IT documentation and procedures in the knowledge base.
• Support endpoint management, including deployments, patching, and system maintenance.
• Assist with administration and configuration of Microsoft 365 & Active Directory.
• Participate in IT projects, including upgrades, implementations, and continuous improvement initiatives.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree