Service Desk Lead
HybridBoston Heights, Ohio, United States
Job Summary
Lead the IT service desk by overseeing daily operations, managing service requests and incidents, and coordinating on-site support for remote locations. Mentor team members through performance reviews and training while monitoring KPIs to drive continuous process improvement and automation. Resolve escalated technical issues, manage vendor relationships, and maintain a comprehensive knowledge base to ensure high-quality support. Plan travel logistics for field technicians and ensure all activities align with security policies and ITIL best practices. Requires 4+ years managing enterprise service desks, A+ and ITIL certifications, and experience with FreshService or JIRA. Full-time role with remote leadership experience; Arhaus partners with global artisans to create heirloom-quality furniture.
Required Qualifications
- Bachelor's degree in computer related discipline, or equivalent experience
- 4+ years' experience managing enterprise Service Desk
- A+ Certification or equivalent experience
- ITIL Certification or equivalent experience
- Has knowledge of commonly used concepts, practices, and procedures used to deliver and report enterprise service support
- FreshService, JIRA (JSM), or equivalent, IT Service Management tool and workflow automation
- Remote leadership experience
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