Service Desk Shift Lead

All Lines Technology Inc•Cranberry Township, PA

About The Position

The MSP Service Desk Team Lead is responsible for overseeing the daily operations of the MSP Service Desk, ensuring high levels of customer satisfaction, operational efficiency, and adherence to service management best practices. This role provides technical leadership, mentors service desk analysts, and serves as the primary escalation point for complex issues while driving continuous improvement of service desk processes.

Requirements

2–4 years of experience in a Service Desk or IT Support role; prior leadership or mentoring experience preferred.
Strong understanding of ticketing systems, UCaaS platforms, and standard service desk workflows.
Ability to lead and support a team in a fast-paced, high-volume environment.
Excellent communication, problem solving, and customer service skills.
Ability to remain calm and effective under pressure, especially during high volume periods.
Willingness to work off hours shifts, including evenings, nights, weekends, or holidays as scheduled.

Responsibilities

Team Leadership & People Management
Lead, coach, and mentor MSP Service Desk Analysts to ensure consistent, high-quality service delivery.
Manage daily staffing, scheduling, and workload distribution to meet service level agreements (SLAs).
Conduct performance monitoring, feedback, and input into performance reviews.
Support onboarding, training, and ongoing skill development for service desk staff.
Foster a customer-focused, collaborative, and accountable team culture.
Operational Oversight
Oversee day-to-day service desk operations, including incident, request, and problem management.
Serve as the primary escalation point for complex or high-impact technical issues.
Ensure adherence to ITIL based processes and organizational policies.
Monitor ticket queues, response times, and resolution metrics to ensure SLA compliance.
Coordinate with other IT teams and vendors to resolve cross-functional issues.
Technical & Service Excellence
Provide hands-on support for advanced troubleshooting when needed.
Ensure accurate documentation of incidents, resolutions, and knowledge base articles.
Identify recurring issues and work with technical teams to drive root-cause resolution.
Champion standardization, automation, and process improvements.
Reporting & Continuous Improvement
Track and report on service desk KPIs, trends, and customer satisfaction metrics.
Identify opportunities to improve efficiency, service quality, and user experience.
Participate in change management and service improvement initiatives.