Service Desk Technical Lead

Blount Fine Foods • Fall River, MA

5d

About The Position

Bringing our love of food to families for five generations! Blount Fine Foods is a family-owned and operated manufacturer, marketer, and developer of premium fresh prepared foods. We are an engaging team, bringing restaurant-quality products to America including single-serve grab-n-go fresh soups, mac & cheese, and entrées in grocery stores across the country, as well as for hot bars and restaurants. Help us create the finest food experiences including those with specialty certifications that include organic, gluten-free, and low sodium, among others. Join a proven team for growth, success, and a satisfying career!
Summary
The Service Desk Technical Lead oversees daily Service Desk operations and serves as the technical lead for the team. This role works on tickets alongside the team, assists technicians with complex issues, and coordinates escalation to infrastructure and application teams when required. The role manages a team of three Service Desk technicians and ensures consistent support for end users across the organization. The position combines hands-on technical work with operational leadership, mentoring technicians, and improving support processes. This position is structured as approximately 70% technical support, 30% operational leadership, and supports a 24/7 operational environment.

Requirements

• 5+ years of experience in IT support or Service Desk environments
• Experience managing ticket queues and prioritizing work in a support environment
• Experience mentoring or guiding service desk technicians
• Strong troubleshooting skills across Windows endpoints and Microsoft 365
• Experience addressing identity and access issues involving Active Directory or Entra ID
• Familiarity with endpoint management platforms such as Intune, SCCM, or similar tools
• Experience working within incident, request, or change management processes
• Experience using IT service management tools such as ServiceNow, Jira, Freshservice, or similar
• Experience supporting 24/7 operational environments
• Strong communication and documentation skills

Nice To Haves

• Experience in manufacturing environment preferred.

Responsibilities

• Oversee daily Service Desk operations and monitor the ticket queue
• Manage ticket prioritization and workload distribution across the team
• Maintain visibility into the Service Desk queue and adjust priorities to ensure high-impact issues are addressed quickly
• Ensure incidents and service requests are handled within defined service levels
• Monitor Service Desk metrics and address operational issues affecting support delivery
• Troubleshoot and support end-user hardware, peripherals, and printers across corporate offices and manufacturing floor environments
• Work tickets alongside the Service Desk team and maintain an active workload while supporting queue management and escalations
• Assist technicians with complex troubleshooting and problem resolution
• Troubleshoot issues related to: Windows endpoints, operating systems, drivers, and device performance Microsoft 365 applications and services Identity and access issues involving Active Directory or Entra ID Endpoint management platforms such as Intune, SCCM, or similar tools
• Participate in the on-call rotation and assist with critical incidents when required
• Maintain and improve technical documentation and knowledge base articles
• Coordinate escalation of incidents to infrastructure, cybersecurity, or application teams
• Ensure escalations include clear documentation of troubleshooting steps and findings
• Track escalated issues and maintain communication with users and stakeholders until resolution
• Assist in managing support and communication during outages or high-impact operational events
• Provide mentorship and guidance to a team of three Service Desk technicians
• Review ticket quality and troubleshooting approaches with technicians
• Support onboarding and training of new team members
• Promote consistent troubleshooting and documentation practices
• Help standardize Service Desk procedures and support processes
• Identify recurring issues and recommend improvements to reduce repeat incidents
• Contribute to improvements in incident, request, and change management practices
• Assist with asset lifecycle management and device provisioning processes

Benefits

• Medical, dental and vision benefits.
• 401k with Company match.
• Paid time off including vacation, sick time and holidays.
• Education Assistance Program.
• Life Insurance and Short-Term Disability.
• Discounts on Blount products at Company retail location.
• Discretionary Annual Bonus Program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed