Technology Service Center Lead
About The Position
The Technology Service Center Lead is a key member of the IT organization responsible for overseeing day-to-day service desk operations and delivering an outstanding end-user experience. This role drives continuous improvement initiatives and ensures help desk services are aligned with business priorities. The Lead collaborates with internal teams and external technology partners to provide responsive, high-quality service in accordance with established service level agreements (SLAs). The Technology Service Center Lead supports overall information systems planning, implementation, and administration in a variety of IT functional areas. Follows internal procedures and guidelines to troubleshoot and resolve basic IT issues across different systems and technologies, including hardware, software, and networks. Provides support to end-users, assisting with software and hardware malfunctions, setting up new equipment, and documenting and escalating issues as necessary. Installs and configures software and applies patches or updates to maintain basic IT infrastructure such as servers, workstations, and network devices. Routinely tests and monitors IT system performance to ensure system security and reliability.
Requirements
- Bachelor’s degree in Information Systems, Computer Science, Business, or related field.
- Excellent communication and stakeholder management skills
- Minimum of 3 years of experience in IT support.
- Experience operating in a structured service desk.
Nice To Haves
- CompTIA A+ | CompTIA Network+ | CompTIA Security+ | ITIL Foundation Certification - IT Service Management | Linux Professional Institute Essentials
- Administrative Support | Computer Maintenance | Computer Troubleshooting | Hardware Installation | Issue Resolution | IT Administration | IT Support | Network Monitoring | Server Administration | Software Installation | Software Maintenance | Network Troubleshooting | Issue Tracking | IT Inventory Management
- Multisite Enterprise Router/Firewall configuration | Cloud-based Network Switch Administration | Enterprise Server Virtualization & VDI | SAML-Based SSO | 3rd Party MFA integration | Endpoint/Patch management | WWAN | Linux Server administration| Cloud-based Remote support & Endpoint management | VOIP Telcom Management | Microsoft 365: SharePoint, OneDrive, Entra, Intune, Azure | Familiarity with cybersecurity managed detection, response, and remediation services
Responsibilities
- Lead the IT Help Desk to deliver responsive, high-quality support.
- Oversee daily help desk operations, including ticket triage and escalation management.
- Define, track, and report on SLAs and service metrics to ensure performance targets.
- Drive a culture of customer service excellence and continuous improvement.
- Ensure timely and effective issue resolution.
- Champion user experience by identifying pain points and implementing improvements.
- Partner with business stakeholders to understand support needs and priorities.
- Standardize and optimize help desk workflows and support models.
- Implement automation and self-service capabilities to improve efficiency.
- Administer and continuously improve the IT service management platform.
- Evaluate and recommend tools that enhance support delivery and reporting.
- Collaborate with IT teams on escalations and root cause analysis.
- Enforce security policies related to access controls and user provisioning.
- Promote cybersecurity awareness by reinforcing best practices during user interactions.
- Ensure compliance with company policies, audits, and regulatory requirements.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
