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 est