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It Service Desk Lead Jobs (NOW HIRING)

Inktel

Service Desk Lead - Enterprise IT

Doral, FL ยท 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 ...

US IT Solutions Inc

IT Service Desk lead

Durham, NC ยท On-site

Company Description This is Mandeep Singh from US IT Solutions. We offers services in IT staffing, ... Experience implementing and managing a help desk operation. Additional Information Thanks and ...

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 ...

Essnova Solutions, Inc.

Service Desk Lead

Washington, DC ยท On-site

The Service Desk Lead will provide on-site support for DoD OIG's headquarters personnel and remote ... Maintain and provide escalation contact list(s) for all IT services (including subcontractors and ...

Talos Energy

IT Service Desk Manager

Houston, TX ยท 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.

Zing Recruiting

IT Service Desk Manager

Memphis, TN ยท On-site

Zing Recruiting is seeking an IT Service Desk Manager to lead and manage IT Service Desk operations across multiple locations. The role is responsible for service delivery, team leadership, incident ...

CSV-Taurean

Service Desk Lead

Alexandria, VA ยท On-site

Secret Overview The Service Desk Lead oversees Tier I and Tier II operations, ensuring prompt ... Bachelor's degree in computer science, information systems, information technology, or business ...

GCM Grosvenor

IT Service Desk Manager

Chicago, IL

SUMMARY The IT Service Desk Manager is responsible for leading a geographically distributed service ... Lead, manage, and develop a geographically distributed service desk team across Chicago, New York ...

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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 20, 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

Belcan Government Solutions

Des Moines, IA

$95K - $105K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 4 days ago

New

Job description

Job Summary:

The IT Service Desk Lead is responsible for leading and managing a 24x7 global IT Service Desk operation supporting end users across multiple locations. The role is accountable for service delivery excellence, SLA compliance, team leadership, customer satisfaction, incident management, continuous service improvement, and operational governance. The Service Desk Lead acts as the primary escalation point for critical issues and drives operational efficiency through process optimization, automation, and knowledge management initiatives.

Job Duties:

  • Oversee daily operations of the IT Service Desk to ensure timely and effective resolution of user incidents and service requests.
    * Serve as the primary escalation point for complex technical issues, coordinating with infrastructure, application, and security teams as needed.
    * Lead, mentor, and support service desk analysts, providing coaching, training, and performance feedback.
    * Monitor ticket queues, service levels, and workload distribution to maintain consistent service quality and adherence to SLA targets.
    * Develop and maintain service desk procedures, knowledge base articles, and troubleshooting documentation.
    * Ensure proper incident categorization, prioritization, and escalation processes are followed.
    * Track operational metrics, generate regular performance reports, and identify trends to improve service delivery.
    * Collaborate with IT leadership to refine support processes, improve user experience, and implement continuous improvement initiatives.
    * Manage onboarding and offboarding workflows, including user access, device setup, and system provisioning.
    * Oversee hardware and software inventory management, ensuring accuracy and alignment with asset lifecycle processes.
    * Participate in change management activities to evaluate impacts on end users and ensure communication and readiness.
    * Support security compliance by enforcing IT policies, monitoring endpoint health, and ensuring proper handling of sensitive information.
    * Coordinate communication during service outages, incidents, and planned maintenance, ensuring clear and timely updates to stakeholders.
    * Assist in planning and implementing new tools, technologies, and service management enhancements.

Key Responsibilities:

Service Delivery & Operations

  • Lead daily operations of the IT Service Desk supporting enterprise users globally.
  • Ensure adherence to contractual SLAs, KPIs, OLAs, and customer experience targets.
  • Manage incident, request, problem, and major incident processes in accordance with ITIL practices.
  • Act as the primary escalation point for critical and high-priority incidents.
  • Ensure timely resolution and customer communication for service-impacting issues.
  • Monitor queue health, workload distribution, and workforce utilization.

Team Leadership

  • Manage a team of approximately 20 Service Desk professionals.
  • Conduct regular team huddles, coaching sessions, and performance reviews.
  • Drive employee engagement, motivation, and career development initiatives.
  • Identify skill gaps and execute training and development plans.
  • Manage staffing, shift planning, leave management, and resource allocation.

Customer & Stakeholder Management

  • Serve as the primary operational interface for customer stakeholders.
  • Participate in operational reviews, governance meetings, and customer escalation calls.
  • Build strong relationships with business users, resolver groups, and third-party vendors.
  • Drive customer satisfaction and continuous improvement initiatives.

Reporting & Governance

  • Prepare and present weekly, monthly, and quarterly service reports.
  • Analyze service desk performance trends and recommend improvement actions.
  • Conduct root cause analysis and publish improvement plans.
  • Track and report SLA compliance, ticket trends, productivity, and customer satisfaction metrics.

Continuous Improvement & Automation

  • Identify opportunities for service improvement and automation.
  • Enhance knowledge management processes and maintain knowledge articles.
  • Drive self-service adoption, shift-left initiatives, and ticket reduction strategies.
  • Participate in transition, transformation, and process-improvement programs.

Quality & Compliance

  • Ensure adherence to ITIL best practices and organizational standards.
  • Conduct quality audits and monitor analyst performance.
  • Ensure compliance with security, audit, and regulatory requirements.
  • Maintain documentation, SOPs, and operational runbooks.

Key Performance Indicators (KPIs)

  • SLA Achievement (%)
  • First Contact Resolution (FCR)
  • Average Speed to Answer (ASA)
  • Abandonment Rate
  • Customer Satisfaction (CSAT)
  • Ticket Backlog Reduction
  • Knowledge Article Utilization
  • Employee Satisfaction & Attrition Metrics
  • Automation and Continual Improvement Deliverables

Required Qualifications:

  • Experience - 8-10 Years
  • Experience managing team Size 20+ Service Desk Analysts and Senior Analysts
  • ServiceNow or equivalent ITSM platforms
  • Incident, Request, Problem, and Change Management
  • Microsoft 365, Windows, Active Directory, Azure AD
  • Remote Support Tools
  • Knowledge Management Platforms
  • Service Desk Analytics and Reporting
  • Call Center / Omnichannel Support Platforms
  • Basic understanding of EUC, Networking, Collaboration, and Infrastructure Services

Preferred Qualifications & Skills:


Compensation:

We provide a competitive pay and benefits package. This position is offering a salary range of $95,000-$105,000 Belcan considers several factors when extending an offer, including but not limited to education, experience, geographic location, and discipline. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law.

www.belcan.com

Belcan is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.