Service Desk Team Lead

Description

Lead the daily operations of the Service Desk team to ensure consistent delivery of high-quality technical support across the organization. Provide hands-on assistance, manage escalations effectively, oversee project completion, and serve as a key communication bridge between users and the IT department. The ideal candidate is tactful, skilled at navigating complex stakeholder relationships, and dedicated to delivering a high-touch, customer-focused support experience.

• Promote good cybersecurity practices among users during support interactions.
• Lead, coach, and mentor the Service Desk team to ensure consistent, high-quality end-user support.
• Collaborate with the Infrastructure and Software Support teams to restore service during outages.
• Escalate security incidents to Senior Systems Engineers and the CIO in accordance with Incident Response protocols.
• Adhere to Change Management process when implementing system changes or introducing new services that impact users or security.
• Maintain troubleshooting documentation in the Ticket Management knowledge base to ensure rapid issue resolution.
• Provide timely, hands-on technical assistance to the organization's 300 users across desktop, mobile, and cloud-based platforms.
• Ensure all service desk activities comply with established security governance requirements.
• Oversee project tasks to ensure deliverables are completed within scope and schedule.
• Deliver empathetic and diplomatic technical support to executive and high-profile users.
• Coordinate with Infrastructure during security incidents to support containment and recovery efforts.
• Own and manage the Security Awareness Training program and application-specific user training.
• Foster a Security-first culture across the Service Desk and among end users.
• Analyze incident trends and proactively address recurring or potential issues.
• Enforce Approved organizational IT security policies and procedures.

Requirements

Limited travel to properties and/or regional offices will be required.

• Microsoft 365 and Adobe Creative Cloud applications
• Active Directory / Entra ID for user account support
• Bachelor's degree in information technology or related field preferred.
• Ability to manage time effectively while working on several competing business priorities.
• Microsoft 365 Certified: Endpoint Administrator Associate.
• Exceptional analytical and problem-solving abilities.
• Experience managing and delegating tasks using ITSM platforms (e.g., ServiceNow, Jira, Zendesk, ServiceDesk).
• Proven experience as a Service Desk Lead, IT Support Lead, or Help Desk Supervisor.
• Password manager tools for credential setup and user onboarding
• Strong customer service orientation and ability to build trust with users at all levels.
• CompTIA A+ or Network+.
• Remote support tools for desktop and application troubleshooting
• Advanced knowledge of desktop operating systems, endpoint security, and software installation in a managed enterprise environment.
• Enterprise printer support and queue management
• Hands-on experience with:
• Zoom Rooms and Microsoft Teams for unified communications
• Excellent written, oral, and interpersonal communication skills.
• Windows, macOS, iOS, and Android device support

Benefits

Schnitzer Properties offer a full benefits package with medical, dental, vision, 401k, and FSA options as well as vacation, sick, and holiday pay.

Training + Development

Interview process

Visa Sponsorship

Security clearance