Service Desk Lead

Interactive Process Technology • Huntsville, AL

22h • Onsite

About The Position

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
• DoD 8570 Level II/III certification desired
• Active Security clearance or the ability to obtain

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level