Position Summary

Responsible for overseeing the day-to-day operational effectiveness of the Service Desk while continuing to provide hands-on technical support. This is a working, non-supervisory role focused on managing ticket flow, prioritization, escalations, and SLA performance. The Service Desk Lead works alongside Service Desk Specialists, serves as the primary operational escalation point, and ensures incidents and requests are handled efficiently, consistently, and in accordance with established standards. This position does not manage employees and has no direct reports. This position reports to the Cybersecurity & IT Support Manager.

Essential Job Functions:

• Perform all essential job functions of the Service Desk Specialist role, in addition to the Service Desk Lead responsibilities outlined below.

• Acts as the primary operational owner of the Service Desk ticket queue, ensuring balanced workloads, timely resolution, and adherence to SLAs.

• Assign, reassign, and reprioritize incidents and service requests based on urgency, impact, and business needs.

• Serve as the first escalation point for Service Desk Specialists for complex, stalled, or high-impact issues.

• Proactively monitor ticket-aging and SLA thresholds, escalating incidents before violations occur.

• Provide hands-on technical support by working Service Desk tickets, with emphasis on complex, escalated, or high-impact issues.

• Ensure proper logging, updating, documentation, and closure of incidents and requests in the Service Desk software/ ticketing system.

• Enforce ticket quality, categorization, documentation, and closure standards.

• Coordinate with Tier 2 and other IT support groups to resolve issues efficiently.

• Identify recurring issues, trends and process gaps; recommend procedural or workflow improvements.

• Assist with user management as needed.

• Support endpoint setup, deployment, and troubleshooting.

• Provide regular operational updates and summary metrics to management regarding queue health, SLA performance and violations.

• Participate in on-call rotation for after-hours support and logging of incidents.

• Travel to branch offices as needed.

• All other duties assigned by management.

Position Requirements

• Education Requirements

• Minimum of a High School Diploma or equivalent

• Associate degree in related field preferred

• A+ Certification preferred

• Preferred Experience

• 3-5 years of related experience

• Prior experience as an escalation point, senior technician, or operational lead

• Experience working with Service Desk ticketing systems and SLA-driven environments

• Experience with documentation and writing knowledgebase articles

• Active Directory management

• Microsoft Office Products

• Network Printers

• Access Control and Video Surveillance systems

• Job Training

• On-going training in customer service and computer skills

• Must be able to fluently read and speak the English language

• Must be able to cognitively understand, analyze, and interpret information presented

• Must be able to cognitively understand, analyze, and interpret general mathematic properties (Ex: Add, Subtract, Multiply, Divide)

• Must be able to work in high stress environments

• Must be able to troubleshoot technical issues