Team Lead, Service Desk

Jackson-posted 4 days ago
Full-time • Mid Level
Lansing, MI
101-250 employees
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The Service Desk Team Lead serves as the primary point of contact and technical escalation within the service desk team, ensuring efficient and high-quality support for associates and end users. This role provides advanced troubleshooting, guidance, and coordination of daily operations, helping maintain service excellence and adherence to established service-level agreements (SLAs). The Service Desk Team Lead acts as a mentor to team members, supports process improvement initiatives, and collaborates with other IT teams to resolve complex issues and enhance the overall user experience. This position will support day-to-day IT Operations functions and continuously improve the program while maintaining security and strong relationships with internal departments. The Service Desk employs shifts to cover business hours M-F 7am-7pm EST. Early shift hours: 7am – 2:30pm EST Late Shift hours: 11:30am – 7pm EST

  • Serves as the senior technical resource for the service desk team, providing advanced support and guidance on complex incidents and requests.
  • Assists in training, coaching, and developing service desk analysts to improve technical proficiency and customer service skills.
  • Oversees ticket queues to ensure timely resolution and proper prioritization of issues in accordance with SLAs.
  • Acts as the escalation point for unresolved or high-impact issues, coordinating with infrastructure, application, and security teams as needed.
  • Identifies opportunities to streamline service desk operations, enhance documentation, and improves efficiency and service quality.
  • Maintains and updates knowledge base articles, FAQs, and troubleshooting guides to support consistent and effective issue resolution.
  • Monitors service desk performance metrics, analyzes trends, and provides feedback to management on team performance and operational improvements.
  • Ensures all interactions are handled professionally and courteously, maintaining a strong focus on user satisfaction and communication.
  • Adheres to organizational policies, IT security standards, and regulatory requirements in all service desk activities.
  • Participates in the call queue reserved for executive-level or escalation transfers, ensuring prompt, professional, and effective resolution of high-priority issues.
  • Ability to work extended hours as needed.
  • Performs other duties and/or projects as assigned.
  • Strong understanding of IT service management (ITSM) principles and service desk operations.
  • Familiarity with enterprise systems, networks, and end-user computing environments.
  • Knowledge of incident, problem, and change management processes.
  • Awareness of cybersecurity and data protection best practices.
  • Understanding of protocols and expectations for supporting executive-level users and handling high-priority escalations.
  • Excellent troubleshooting and analytical skills for resolving complex technical issues.
  • Strong communication and interpersonal skills, with the ability to interact professionally and confidently with executive-level associates.
  • Proficiency in ITSM tools and ticketing systems (e.g., ServiceNow, Jira, or similar).
  • Effective time management and organizational skills to manage multiple priorities and high-impact issues.
  • Skilled in documenting processes, maintaining accurate records, and updating knowledge base content.
  • Ability to remain calm and solution-focused under pressure, particularly during executive or escalated support situations.
  • Ability to lead by example and provide guidance to junior team members.
  • Capacity to manage executive-level and escalated calls with discretion, professionalism, and urgency.
  • Ability to collaborate effectively across IT and business teams to ensure timely resolution of critical issues.
  • Commitment to delivering high-quality service, maintaining confidentiality, and ensuring user satisfaction.
  • Adaptability to evolving technologies and organizational priorities, with a focus on continuous improvement.
  • Positive, flexible, and self-motivated attitude.
  • Knowledge of hardware and software platforms, including desktops, laptops, printers, peripherals, Windows 10/11, Active Directory, Microsoft Office 365 and mobile devices (iPhone/iPad, Android).
  • Bachelor's Degree and/or equivalent experience required.
  • 5+ years IT experience required.
  • Experience supporting a wide-variety of hardware and software platforms, including: Desktops, Laptops, printers, Windows 10 and 11, Mac OS, Active Directory, Office 365 and mobile devices (iPhone/iPad, Android, Windows) and enterprise video conferencing platforms required.
  • 2+ years serving in a management/leadership role preferred.
  • competitive pay
  • bonuses
  • comprehensive health insurance benefits
  • a matching 401(k) retirement plan
  • adoption assistance
  • education matching gift program
  • dependent tuition program
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