IT Service Desk Team Lead

Church on the Move and Lincoln Christian School•Tulsa, OK

just now

About The Position

CLASSIFICATION: Exempt (not eligible for overtime for hours worked more than 40/week) REPORTS TO: IT/IS Director DATE CREATED/LAST UPDATED: February 2026 MUST DO Oversee the daily operations of the IT Service Desk, ensuring timely, effective technical support for end-users, adhering to organizational IT standards.

Requirements

Bachelor’s degree in Computer Science or MIS, or 2 years of relevant work experience preferred
Expert knowledge of macOS and Windows 10
The ability to troubleshoot configuration and connectivity issues
In-depth knowledge of IT ticketing systems and processes
The ability to prioritize and work on multiple projects
Strong analytical and problem-solving skills
Good communication skills

Responsibilities

Assign, prioritize, and manage support tickets for self and team members, ensuring efficient resolution workflows.
Provide training and mentorship to service desk technicians; deliver end-user training and documentation for new systems and applications.
Establish and enforce Service Level Agreements (SLAs) and ensure compliance across all support activities.
Be the primary escalation point for complex issues and coordinate handoffs to infrastructure or specialized IT teams.
Ensure adherence to IT security protocols and contribute to incident response and compliance efforts.
Apply industry best practices (e.g., ITIL/ITSM) to enhance ticketing systems, support processes, and service delivery.
Develop and maintain documentation, standard operating procedures, and knowledge base content for consistent support practices.
Track, analyze, and report on key performance indicators (KPIs) to identify trends, improve service quality, and optimize team performance.
Collaborate with IT leadership and cross-functional teams to align support services with organizational goals.
Collaborate with the IT/IS Team to deliver best-of-breed technology solutions.
Deploy equipment, document technology assets, and assign and manage administrative access control privileges to end users.
Communicate information quickly and accurately to all necessary parties.