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Information Technology Service Desk Jobs (NOW HIRING)

The High Companies

IT Service Desk Lead

Lancaster, PA · On-site

The IT Service Desk Lead plays a critical role in providing day-to-day support to High's end users and related end user systems. The lead, in conjunction with the Service Desk Technician, serves as ...

PHMC

IT Service Desk Lead

Philadelphia, PA · On-site

The IT Service Desk Lead is a senior role in the IT Systems Support group. This role, positioned between IT management and service desk staff, is responsible for supporting and mentoring Service Desk ...

The High Companies

IT Service Desk Lead

Lancaster, PA · On-site

The IT Service Desk Lead plays a critical role in providing day-to-day support to High's end users and related end user systems. The lead, in conjunction with the Service Desk Technician, serves as ...

3M HEALTHCARE

IT Service Desk Manager

Cincinnati, OH · On-site

The IT Service Desk Manager is responsible for providing leadership for the IT Service Desk staff and operations. This individual is also responsible for IT customer satisfaction and desktop ...

PHMC

IT Service Desk Lead

Philadelphia, PA · On-site

The IT Service Desk Lead is a senior role in the IT Systems Support group. This role, positioned between IT management and service desk staff, is responsible for supporting and mentoring Service Desk ...

MTA Headquarters

Manager, IT Service Desk

New York, NY · On-site

$160K - $189K/yr

JOB TITLE: Manager, IT Service Desk SALARY RANGE: $160,963 - $189,990 DEPT/DIV: Information Technology SUPERVISOR: Director, IT Service Desk LOCATION: 2 Broadway, New York, NY 10004 HOURS OF WORK: 9 ...

Balchem

IT Service Desk Lead

Montvale, NJ · On-site

$90K - $115K/yr

IT Service Desk Lead Department: Information Systems Location: Montvale, NJ Start Your Application ( COMPANY OVERVIEW: Balchem is committed to making the world a healthier place by delivering trusted ...

Fawkes IDM

IT Service Desk Supervisor

Washington, DC · On-site

Overseeing the day-to-day supervision of the firm's Service Desk Analysts to provide quality customer service to all of the firm's staff in support of the firm's IT Service Desk. * Supervising the DC ...

Apptad, Inc.

IT Service Desk Analyst

San Antonio, TX · On-site

Job Title: IT Service Desk Analyst Location: San Antonio, TX 78257 Mode : Contract (6+ Months) Onsite Position Overview: The Service Desk Analyst is responsible for providing first-level support to ...

Trulieve

IT Service Desk Tech 2

Tallahassee, FL · On-site

Service Desk Tech Level 2 Department: Information Technology Reports to: IT Service Desk Supervisor Site Hours: 40+ Location: Remote Role Summary: The IT (Information Technology) Service Desk Tech is ...

Evapco

IT Service Desk Manager

Taneytown, MD · On-site

$100K - $150K/yr

IT Service Desk Manager Job Overview: The IT Service Desk Manager is a member of the Global Information Technology team responsible for leading day-to-day service desk operations and developing a ...

Bloom Healthcare

IT Service Desk Lead

Lakewood, CO · On-site

This role is responsible for managing day-to-day IT service desk operations, supporting employees across hardware and software issues, administering Microsoft 365, coordinating with external ...

Diné Development

IT Service Desk Lead

Washington, DC · On-site

$135K - $165K/yr

IT Service Desk Lead The IT Service Desk Lead is responsible for overseeing daily enterprise IT service desk operations supporting both users and stakeholders. This role manages operational support ...

Bloom Healthcare

IT Service Desk Lead

Lakewood, CO · On-site

$75K - $100K/yr

This role is responsible for managing day-to-day IT service desk operations, supporting employees across hardware and software issues, administering Microsoft 365, coordinating with external ...

Info Way Solutions

IT Service Desk Lead

Des Moines, IA · On-site

IT Service Desk Lead Position Title IT Service Desk Lead Location - Des Moines, IA Experience - 8-10 Years Team Size 20+ Service Desk Analysts and Senior Analysts Job Summary The IT Service Desk Lead ...

PIPESTONE

IT Service Desk Lead

Sioux Falls, SD

$65K - $80K/yr

IT Service Desk Lead Location: Pipestone, MN or Brandon, SD Salary: $65,000-$80,000 (Based on Experience) Are you an experienced IT professional who enjoys solving complex technical challenges while ...

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Information Technology Service Desk information

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How much do information technology service desk jobs pay per hour?

As of Aug 31, 2026, the average hourly pay for information technology service desk in the United States is $23.89, according to ZipRecruiter salary data. Most workers in this role earn between $19.23 and $26.92 per hour, depending on experience, location, and employer.

What is an information technology service desk?

An Information Technology Service Desk is a centralized point of contact within an organization that provides support for IT-related issues and requests. The service desk helps users resolve technical problems, such as software glitches, hardware malfunctions, and network connectivity issues. It may also handle tasks like password resets, software installations, and general IT inquiries. The goal of the IT Service Desk is to ensure smooth and efficient operation of technology systems and to maintain user productivity by addressing issues promptly.

What are the key skills and qualifications needed to thrive as an information technology service desk professional?

To thrive as an Information Technology Service Desk professional, you need a solid understanding of computer systems, troubleshooting techniques, and a relevant IT certification such as CompTIA A+ or ITIL Foundation. Familiarity with ticketing systems, remote desktop tools, and common operating systems like Windows and macOS is typically required. Outstanding customer service, active listening, and problem-solving skills help you effectively support users in a high-pressure environment. These competencies are crucial for efficiently resolving technical issues, ensuring user satisfaction, and maintaining smooth business operations.

What are the most common challenges faced by information technology service desk professionals, and how can they be managed effectively?

Information Technology Service Desk professionals often encounter challenges such as handling high volumes of support requests, resolving complex technical issues under time pressure, and communicating effectively with users who may have varying levels of technical knowledge. Managing these challenges requires strong organizational skills, the ability to prioritize tasks, and a focus on clear, patient communication. Many organizations offer training on customer service and troubleshooting, and encourage teamwork and knowledge sharing among Service Desk staff to ensure consistent and efficient support.

What is the difference between Information Technology Service Desk vs Help Desk Technician?

AspectInformation Technology Service DeskHelp Desk Technician
CertificationsITIL, CompTIA A+CompTIA A+, HDI-SAT
Work EnvironmentCorporate, enterprise, multi-user supportHelp centers, support centers, technical support
ResponsibilitiesIncident management, user support, troubleshootingIssue resolution, basic troubleshooting, user assistance
Industry UsageIT departments across industriesIT support teams, technical support services

The main difference is that the Information Technology Service Desk typically handles a broader range of IT issues and manages incident workflows, often supporting multiple departments. Help Desk Technicians focus more on resolving specific user problems and providing technical support. Both roles require similar certifications and work environments, but the Service Desk often involves more process management and escalation responsibilities.

More about Information Technology Service Desk jobs

What cities are hiring for Information Technology Service Desk jobs?

Cities with the most Information Technology Service Desk job openings:

What job categories do people searching Information Technology Service Desk jobs look for?

The top searched job categories for Information Technology Service Desk jobs are:

Information Technology Service Desk jobs near you
Infographic showing various Information Technology Service Desk job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 79% Full Time, 17% Part Time, and 3% Contract. Highlights an 89% Physical, 1% Hybrid, and 10% Remote job distribution, with an average salary of $49,688 per year, or $23.9 per hour.

IT Service Desk Lead

The High Companies

Lancaster, PA • On-site

Other

Posted 10 days ago

Job description

GENERAL DESCRIPTION:
The IT Service Desk Lead plays a critical role in providing day-to-day support to High’s end users and related end user systems. The lead, in conjunction with the Service Desk Technician, serves as the first point of contact for coworkers that need technical assistance. The lead will oversee and assist with IT Service Desk operations; which include assisting the Service Desk Technician to ensure that incoming support calls are answered; responding to support requests; creating tickets for issues and requests, ensuring that tickets are responded to and closed in a timely manner, validating that tickets have enough detail for escalation to tier two and three teams, and escalating issues that they are not able to resolve.
The lead oversees the Service Desk Technician and Client Computing Analysts from a day-to-day IT service desk activity perspective. The lead will also report on service desk related metrics, identify improvement opportunities, drive service desk related process improvement, deliver IT related notifications, and act as the service owner of IT service management processes (incident, problem and change management) and platforms (service desk and IT asset management).
The Service Desk Lead operates as part of the Client Computing team under the Client Computing Manager.
EXPERIENCE, SKILLS, TRAINING, AND/OR EDUCATION REQUIRED:
  • Associate degree, or equivalent experience in computer software and hardware support
  • Previous experience in a Service Desk setting
  • Previous experience in a lead/supervisory role
  • Must have working knowledge and prior experience with technical support of personal computer based hardware such as PC, Mac, mobile devices, copiers, printers, and peripherals.
  • Must have experience with IT service management processes.
  • Must have experience with technical configuration and operation of service desk and IT asset management platforms.
  • Must have experience with interacting with and/or managing IT service desk related third party managed service providers
  • Must have experience ordering PC related technology (laptops, desktops, tablets, peripherals).
  • Experience in or knowledge of the following areas:
    • Support for various Microsoft operating systems and Microsoft Office 365 Suite of products
    • Active Directory/Entra ID user and group administration
    • Hands on experience with diagnosing and resolving basic technical issues
    • Excellent communication and interpersonal skills
    • Customer-oriented and patient
    • Working with and configuring ticket and asset management systems
    • Sending communications regarding IT services (outages, planned work)
    • IT Service Management (ITSM) concepts and processes (incident, problem and change management)
    • IT related financial processes (quote, requisition, PO, receiving, etc).
    • PC imaging/deploying experience
    • Previous experience in a tiered support organization
    • Creating, maintaining, and submitting reports and/or dashboards
    • Driving process improvement
    • Documenting processes and how to articles
OTHER SKILLS AND ABILITIES:
  • Group Policy/InTune knowledge
  • Experience with encryption and endpoint security products
  • Experience with software push technology
  • Demonstrated customer service orientation.
  • Mentoring team members within and outside of the direct team.
  • Strong organizational skills.
  • Outstanding verbal and written communication skills, with the ability to translate technical details into business language.
  • Exhibits accountability and accepts responsibility and consequences for work performance and conduct.
REPORTING RELATIONSHIPS:
The Service Desk Lead is appointed by and reports to the Client Computing Manager. Service Desk Technician reports to this position.
ESSENTIAL JOB FUNCTIONS:
  • Oversee the operations of the IT service desk (tier 1 and 2).
  • Mentor and provide direct guidance to the Service Desk Technician and Client Computing Analysts in operation of the Service Desk to provide IT support to the High Companies’ coworkers.
  • Provide backup to the Service Desk Technician to support customers who need technical assistance via the phone or email.
  • Troubleshoot, diagnose, and resolve technical hardware and/or software issues.
  • Provide quick resolution and excellent customer service.
  • Use a ticketing system to record problems and their resolution.
  • Redirect unresolved issues to the next level of support personnel.
  • Performing password resets for network accounts and other systems.
  • Perform base computer imaging.
  • Perform asset management tasks including but not limited to inventory receipt, asset assignment, asset retirement, asset tracking, and asset reporting.
  • Send IT communication to various groups as requested.
  • Follow-up with customers.
  • Provide feedback on processes and make recommendations on areas to improve.
  • Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting.
  • Leading process improvements efforts.
  • Identify and address pain points and process inefficiencies.
  • Process account termination tasks.
  • Provide 24x7x365 response and support after hours for critical IT incidents when designated on-call.
  • Periodically work off hours (nights and weekends) to complete planned operations or project work.
  • Creation and submission of reports and/or dashboards.
  • Proactively manage ticket queue to ensure tickets are being resolved within SLAs
  • Periodically engage with key customers across High to share updates and solicit feedback to improve operations
MARGINAL JOB FUNCTIONS:
  • Perform other duties and assignments as required by Client Computing Manager.

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