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It Service Desk Lead Jobs (NOW HIRING)

Northbridge University

PR · On-site

The IT Service Desk Lead plays a critical leadership and operational role in ensuring the delivery of high-quality IT support services across all NUC University regions and campuses. This position ...

Inktel

Service Desk Lead - Enterprise IT

Doral, FL · On-site

Job Summary We are hiring an experienced Service Desk Lead to lead enterprise IT support operations in a high-visibility, professional environment. This role requires hands-on technical expertise and ...

Performance Food Group

IT Service Desk Lead

Richmond, VA · On-site

$27 - $32/hr

Safe and inclusive working environment, including culture of rewards, recognition, and respect Position Purpose The Lead, IT Service Desk oversees daily service desk operations to ensure timely ...

AlixPartners

IT Service Desk Team Lead

New York, NY · On-site

On-site, New York, NY What you'll do In this critical role on AlixPartners' Corporate Services Information Technology team, the successful Service Desk Lead will work on the IT Service Desk to ...

kgs

Service Desk Lead

Vienna, VA

The Service Desk Lead is to assist and oversee the support of operations and other systems. The ... Evaluate and recommend adoption of new or enhanced approaches to delivering IT Service Desk ...

Talos Energy

IT Service Desk Manager

Houston, TX · On-site

The primary responsibility of the IT Service Desk Manager is to lead the day-to-day operation of the IT Helpdesk as Talos Energy's first line of support for technology incidents and work requests.

ASM Research

Service Desk Lead

Bachelor's degree in IT, Business Administration, or related field * 6+ years of experience in service desk operations * Minimum 2 years of supervisory or lead experience * Strong understanding of ...

kgs

Service Desk Lead

Vienna, VA

The Service Desk Lead is to assist and oversee the support of operations and other systems. The ... Evaluate and recommend adoption of new or enhanced approaches to delivering IT Service Desk ...

Maven LLC

IT Service Desk Analysts

Columbus, OH

... Lead specialists may also act as manager on call. Requirements: Strong customer service ... in IT Support (Service Desk preferred and/or Deskside experience Experience in supporting multi ...

Tencate Grass

IT Service Desk Manager

Cedar Park, TX

Lead hiring, onboarding, and offboarding processes for Service Desk staff in coordination with HR ... Coordinate with IT infrastructure, security, and application teams to resolve cross-functional ...

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It Service Desk Lead information

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How much do it service desk lead jobs pay per hour?

As of Jul 17, 2026, the average hourly pay for it service desk lead in the United States is $30.74, according to ZipRecruiter salary data. Most workers in this role earn between $19.71 and $43.03 per hour, depending on experience, location, and employer.

What is the difference between It Service Desk Lead vs It Support Specialist?

AspectIt Service Desk LeadIt Support Specialist
CertificationsITIL, CompTIA A+, HDI-Support Center AnalystCompTIA A+, HDI-Support Center Analyst
Work EnvironmentSupervises support team, manages escalationsProvides technical support to end-users
Employer & Industry UsageIT departments, managed service providersCorporate, healthcare, education sectors
Search & Comparison IntentLeadership, team management, escalation handlingTechnical support, troubleshooting, end-user assistance

The It Service Desk Lead typically oversees support teams, manages escalations, and ensures service quality, requiring leadership skills and certifications like ITIL. In contrast, the It Support Specialist focuses on providing direct technical support to users, troubleshooting issues, and resolving technical problems. Both roles are essential in IT support but differ mainly in responsibility level and scope.

What is an IT Service Desk Lead?

An IT Service Desk Lead is a professional responsible for overseeing the daily operations of an organization's IT service desk team. They ensure effective incident and request management, provide guidance and support to team members, and act as a point of escalation for complex technical issues. The Service Desk Lead is also involved in training, process improvement, and maintaining high levels of customer satisfaction. Their role bridges communication between IT staff and end-users, ensuring efficient resolution of technical problems.

What are the key skills and qualifications needed to thrive as an IT Service Desk Lead, and why are they important?

To thrive as an IT Service Desk Lead, you need strong technical troubleshooting skills, leadership experience, and a background in IT support, typically supported by a relevant degree or certifications like ITIL or CompTIA. Familiarity with ticketing systems (e.g., ServiceNow), remote desktop tools, and incident management platforms is essential. Excellent communication, problem-solving, and team management skills help in guiding service desk staff and ensuring high customer satisfaction. These skills ensure effective incident resolution, efficient team performance, and alignment with organizational IT service standards.

What are some common challenges faced by an IT Service Desk Lead, and how can they effectively address them?

As an IT Service Desk Lead, one common challenge is balancing the technical demands of troubleshooting with managing and motivating the team, especially during high-volume periods. Effective delegation, clear communication, and implementing robust ticket management systems can help streamline workflows. Additionally, fostering a culture of continuous learning and regular feedback ensures that both technical issues and team dynamics are proactively addressed. Building strong relationships with other IT departments and business units also helps in resolving escalated issues more efficiently.
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It Service Desk Lead jobs near you
Infographic showing various It Service Desk Lead job openings in the United States as of July 2026, with employment types broken down into 81% Full Time, 17% Part Time, 1% Temporary, and 1% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $63,945 per year, or $30.7 per hour.

IT Service Desk Lead

Northbridge University

PR • On-site

Full-time

Re-posted 12 days ago

Job description

Summary:

The IT Service Desk Lead plays a critical leadership and operational role in ensuring the delivery of high-quality IT support services across all NUC University regions and campuses. This position requires a deep understanding of customer service principles, service management best practices, and technical support operations within complex environments.
As a player-coach, the Lead supervises a team of IT Service Desk Analysts I, providing strategic direction, mentorship, and support to ensure consistent service excellence. The Lead is responsible for ticket and call quality assurance, compliance with defined SLAs and MTTR targets, managing escalations, and overseeing ticket management and allocation.

This position reports to the Director of IT Support Services - Service Desk.

Essential duties and responsibilities:

  • Lead and manage IT support operations to ensure timely, efficient, and high-quality service aligned with SLAs and MTTR targets
  • Supervise staffing schedules to maintain coverage during business hours and on-call periods, including 24/7 support for leadership
  • Oversee ticket management, ensuring proper assignment, prioritization, documentation, and resolution, while analyzing trends to drive process improvements
  • Assists the Director in the management of personnel matters, including onboarding, training, and evaluations, and provides mentorship and technical guidance to team members
  • Develop and deliver training programs to ensure team readiness and continuous skill development
  • Act as an escalation point and coordinate with internal teams and vendors to resolve complex issues
  • Maintain and enhance IT support processes, workflows, and a centralized knowledge base to ensure service continuity and recovery
  • Monitor performance metrics through reports and dashboards to identify opportunities for improvement and cost-effective service delivery
  • Collaborate with other departments to align support services with organizational goals and foster strong stakeholder relationships

Qualifications /Education:

  • Bachelor’s Degree in Computer Science
  • Minimum 3+ years of IT experience
  • Minimum 1+ years of IT management experience
  • Proven ability to manage teams, foster collaboration, and drive performance
  • Strong analytical skills with sound decision-making under pressure
  • Clear and effective in verbal, written, and presentation formats across all levels
  • Skilled in productivity tools, including spreadsheets, word processing, and graphics
  • Efficient in prioritizing tasks and meeting deadlines in fast-paced environments
  • Committed to delivering excellent service and building strong relationships
  • Self-driven and creative, with a continuous improvement mindset

Equality Employment Opportunity / Affirmative Action for minorities/Females/People with Disabilities/Veterans