IT Service Desk Lead
$90,000–$90,000 year
On-siteMontvale, New Jersey, United States
Job Summary
Oversee day-to-day operations of the IT Service Desk, including monitoring ticket queues, SLAs, and request escalations while coaching and training Service Desk Technicians on KPIs and professional development. Provide end-user technical support via ticketing systems, phone, and remote assistance to troubleshoot hardware, software, and application issues, then diagnose root causes and document solutions for future reference. Deploy, configure, and maintain end-user technology including desktops, laptops, printers, and system updates, while collaborating with vendors to support infrastructure initiatives and network changes. Adhere to IT service management best practices by tracking support requests, documenting recurring issues, and following safety policies and procedures. Requires weekend or late evening work as needed to support systems.
Required Qualifications
- 5+ years of IT experience, with leadership experience
- AS degree or Professional IT Certification(s)
- Knowledge of computing and networking hardware and peripheral equipment
- Ability to learn, install, configure and maintain various computer system hardware and software
- Strong experience with ticketing systems, such as ZenDesk
- Strong communication skills and problem-solving skills
- Ability to work in a lean, fast paced environment
- Ability to work both independently and collaboratively as business needs dictate
- Responsibilities may require weekend or late evening work in response to the needs of the systems being supported
- Ability to lift and transport equipment up to 50 lbs
- Comfort working on ladders, in ceilings, and in various room setups
- Travel required occasionally (percentage depending on business needs)
Desired Qualifications
- Certification(s): CompTIA A+, ITIL Foundation v4, Microsoft Certification(s)
- Experience with ZenDesk & Microsoft Planner
- Experience with Microsoft 365 ecosystem
- Experience in a Customer Service role, such as a Service Desk Technicia
- Experience with supervising employees
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