Service Desk Lead

The Service Desk Lead is responsible for ensuring high-quality customer support for internal employees and maintaining exceptional service levels. As the first point of contact for technical issues, this role provides leadership in managing service desk tickets, monitoring service performance, and ensuring timely resolutions. This role acts as a customer advocate by triaging service desk tickets, monitoring service progress, and communicating on status and resolution. The Service Desk Lead also contributes to process improvements, service optimization, and technical training initiatives. This role is ideal for a proactive and strategic IT professional who thrives in a fast-paced environment and is committed to driving service excellence.

SUPERVISORY RESPONSIBILITY: While this role does not have direct reports, the Service Desk Lead serves as a mentor and escalation point for service desk staff, guiding best practices and process efficiencies.

KEY RESPONSIBILITIES:

• Lead the management of service tickets, ensuring timely resolution and continuous monitoring of service performance.
• Provide technical leadership in the installation, configuration, maintenance, and upgrades of hardware and software.
• Oversee the development and implementation of best practices, operational procedures, and service desk documentation.
• Serve as the primary escalation point for incident management, troubleshooting, and service request escalations.
• Facilitate repair requests, assign work to service desk staff, perform maintenance tasks at required intervals.
• Analyze service trends, proactively identifying opportunities for process improvements and service enhancements.
• Monitor the accuracy of data entered in ManageEngine service tool, ensuring consistency and completeness.
• Support enterprise-wide IT initiatives by providing insights and recommendations for enhanced service desk functionality.
• Drive continuous improvements in service desk operations and user satisfaction.
• Provides prompt communications to clients (internal and external) on detailed status information and estimated resolution times for issues.
• Assist and mentor Service Desk team members when resolving escalated issues.
• Manage onboarding/offboarding processes, including preparing devices and back-end accounts for user start dates.
• Identify cost-saving opportunities (e.g., licensing audits and technology optimizations).

QUALIFICATIONS:

• Associate's degree in computer science, Information Technology, or a related field (or equivalent experience).
• Experience deploying and managing ITSM tools (such as ManageEngine, ServiceNow, or Microsoft ITSM) preferred.
• ITIL or ITSM certification preferred.

TECHNOLOGY, EQUIPMENT & TOOLS:

• Expertise in IT service desk tools (e.g., ManageEngine, ServiceNow).
• Strong proficiency with Microsoft Windows operating systems and Microsoft Office Suite.
• Advanced knowledge of Active Directory (AD) and Microsoft Exchange user management.
• Knowledge of Microsoft Intune, Autopilot, and Azure Active Directory.
• Familiarity with system administration and troubleshooting methodologies.

KNOWLEDGE, SKILLS & ABILITIES:

• Strong leadership and problem-solving skills.
• Ability to effectively manage multiple priorities in a fast-paced environment.
• Excellent verbal and written communication skills, with the ability to interact professionally across departments.
• Proven ability to develop and implement process improvements.
• Strong analytical and project management capabilities.
• Ability to work independently and collaboratively in a team-oriented environment.
• Highly ethical, detail-oriented, and proactive.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Must be able to sit, stand, and walk for extended periods.
• Ability to lift or move up to 50 pounds occasionally.
• Standard office environment with moderate noise levels.

COMPENSATION: $62,000 - $74,000

Lewis Services regularly evaluates our compensation and benefit packages to ensure we remain competitive. Starting pay will be based on a candidate's experience, skills and education.