Service Desk Team Lead
On-siteTempe, Arizona, United States
Job Summary
Supervise a team of Service Desk Technicians by managing scheduling, workload distribution, and performance evaluations while providing mentorship and development opportunities. Lead the logging, assignment, and resolution of service requests and incidents, acting as the primary escalation point for complex technical problems and monitoring SLA compliance. Foster a collaborative, customer-focused culture by developing knowledge base articles, identifying recurring issues for root cause resolution, and communicating updates to business stakeholders. Ensure accurate documentation of all incidents and solutions while aligning service desk operations with organizational needs through process improvements and tool enhancements.
Required Qualifications
- High school diploma or GED
- Knowledge of ITIL processes (Incident, Problem, and Change Management)
- Hands-on experience with service desk/ticketing systems (e.g., Fresh Service, ServiceNow, Jira, Zendesk)
- Evidence of leadership, communication, and conflict-resolution skills
- Ability to analyze metrics and drive performance improvements
- Minimum of three (3) years of IT support experience
- At least one (1) year in a supervisory or lead role
Desired Qualifications
- A+ or ITIL Foundation certification
- Experience leading a team of 3-6 people in a service or help desk environment
- Technical background with knowledge of Windows, macOS, Azure, Active Directory, Office 365, and networking basics
- Inventory and asset management experience
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