Service Desk Lead

Overview

Lead Tier 1 Service Desk, manage tickets, coach staff, and improve support processes

Key Responsibilities

• ticket management
• team leadership
• issue escalation
• performance coaching
• process improvement
• training delivery

Tasks

-Overseeing ticket intake, assignment, and prioritization to ensure timely resolution and adherence to service level agreements. -Providing day-to-day leadership for the Tier 1 Service Desk team, while actively contributing to front-line support. -Collaborating with the Service Desk Manager to identify recurring issues, recommend process improvements, and contribute to a client-focused IT support function. -Monitoring workloads, tracking resolution quality, and escalating issues appropriately to Tier 2 or Infrastructure teams. -Supervising Service Desk Technicians, offering coaching, performance feedback, and fostering consistent application of processes and procedures. -Supporting the adoption of best practices through training, documentation, and change management.

Requirements

• itil
• ticketing
• remote support
• leadership
• coaching
• troubleshooting

What You Bring

-Experience with ITIL practices, remote support tools, or enterprise ticketing platforms. -Ability to coach and develop team members. -Analytical thinking and attention to detail. -Strong leadership and team-building skills. -Adaptability and willingness to learn new tools and technologies. -Ability to communicate clearly with both technical and non-technical stakeholders. -Experience leading or supervising IT support teams, preferably in a service desk environment. -Strong organizational and workload management abilities. -Excellent troubleshooting and problem-solving skills. -Effective communication skills for interacting with clients and internal teams. -Willingness to collaborate and drive process improvements. -Strong understanding of IT support processes, ticketing systems, and service level management.

People Also Searched For

Benefits

-Profit Sharing Bonus -8 Paid Holidays + PTO -Tuition Reimbursement & Licensure/Certification Financial Support -Professional Development Opportunities -Calm Meditation & Stress Relief Subscription -401K/Roth 401K with Company Match -Medical, Dental, Vision – 4 tiers of coverage -Paid Parental Leave -FSA – Medical & Dependent Care -Overtime Bonus -Voluntary Life Insurance – Employee, Spouse, and Child -First Time License Bonus -Voluntary Insurance Plans – Accident, Critical Illness, & Hospital Indemnity

About Shive-Hattery

- excels in architecture, engineering, and planning, providing integrated solutions. - expertise in high-performance design across sectors such as education and industry. - delivers sustainable, user-centric designs for notable projects like corporate campuses and public facilities. - combines technical proficiency with creativity, offering customized solutions tailored to client goals. - fosters strong relationships through a collaborative approach with clients, contractors, and consultants. - stands out in the industry with the team’s ability to adapt and respond to changing project requirements.

Sector Specialisms