Service Desk Lead
About The Position
At IPT Associates (IPTA), we enjoy solving real-world problems with technology. We work closely with our customers, teammates, experts, and partners to come up with practical solutions that make a difference. Whether it's a government or business organization, we focus on understanding the need and building something that works. Our Team At IPTA, everything starts with our people. We're big believers that when you invest in your team, great things happen. That's why we encourage learning, growth, and trying new things-even if you don't have all the answers yet. Our culture is rooted in fierce determination, fearless integrity, and passionate service-but we also like to keep things collaborative, supportive, and down-to-earth. We're looking for people who: Are curious and excited about technology Like solving problems and figuring things out Can take initiative but also enjoy working with a team Want to keep learning, growing, and challenging themselves If you're someone who's eager to jump in, learn something new, and make an impact-you'll fit right in here. Job Description: We are seeking an experienced Tier 1 IT Service Desk lead with experience to lead the daily operations of a small team of 6-8 technicians for an Enterprise IT Service Desk. This role is responsible for delivering reliable, efficient and customer focused IT support while applying ITIL 4 service management best practices. The Tier 1 Service Desk lead is responsible for managing daily frontline technical support operations, mentoring junior agents, establishing repeatable processes, tracking performance metrics and ensuring the team is providing good customer service.
Requirements
- Bachelor's degree in a related field
- Minimum 3 years of IT support experience, with at least 1-2 years of supervisory experience
- Proficiency with enterprise ticketing systems (e.g., ServiceNow, ConnectWise, Jira Service Management), Active Directory/Entra ID, Microsoft 365 administration, and basic endpoint troubleshooting (Windows/macOS).
- Strong communication and organizational skills
- Active Security clearance or the ability to obtain
Nice To Haves
- DoD 8570 Level II/III certification desired
Responsibilities
- Direct the day-to-day operations of Tier 1 support agents, assigning daily tasks, managing shift schedules, and monitoring queue volumes.
- Manage ticket queues, prioritization and escalation paths
- Track and analyze key performance indicators (KPIs) such as First-Contact Resolution (FCR) rate, Average Handle Time (AHT), and customer satisfaction (CSAT) scores.
- Monitor response and resolution times
- Serve as the primary internal escalation point for unresolved or high-priority Tier 1 incidents before routing them to Tier 2 or Tier 3 teams
- Train new hires, provide ongoing coaching to support agents, and ensure staff adhere to troubleshooting scripts and customer service standards
- Maintain and update the internal knowledge base, document standard operating procedures (SOPs), and recommend workflow or tooling enhancements
- Handle complex or sensitive end-user support requests when ticket volumes spike or escalation paths require senior-level frontline intervention
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
