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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 ...

Astrion

Enterprise Service Desk Lead

Huntsville, AL · On-site

$85K - $100K/yr

Overview Enterprise Service Desk Lead LOCATION: Huntsville, AL (ONSITE) JOB STATUS: Full-time ... Bachelor's degree in Computer Science, Information Technology, Engineering, or related field with ...

GDIT

Service Desk Lead

Concord, NC

$85K - $115K/yr

As the Information Technology Service Desk Lead for the CITS Program, assists with leading, training and providing oversight to the Service Desk teams. Provides subject matter expertise on Service ...

CSV-Taurean

Service Desk Lead

Alexandria, VA · 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 · On-site

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 ...

City of Chicago

SERVICE DESK LEAD

Chicago, IL · On-site

$91K/yr

SERVICE DESK LEAD Job Number: 419633 Description JOB ANNOUNCEMENT Service Desk Lead DEPARTMENT ... years of IT support work experience, OR Graduation from an accredited college with an Associate ...

Babcock & Wilcox

IT Service Desk Supervisor

Akron, OH · On-site

Description The Service Desk Supervisor will oversee the daily operations of the IT Service Desk ... ITIL Foundation (preferred). • Strong communication and interpersonal skills. • Ability to lead ...

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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 27, 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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Infographic showing various It Service Desk Lead job openings in the United States as of July 2026, with employment types broken down into 78% Full Time, 20% 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

IT Service Desk Lead

Boulder Valley School District

Boulder, CO • On-site

$72K - $108K/yr

Other

Medical, Dental, Vision, Life, Retirement

Posted 6 days ago

Boulder Valley School District rating

6.0

Company rating: 6.0 out of 10

Based on 8 frontline employees who took The Breakroom Quiz

443rd of 616 rated elementary and secondary schools

Job description

Boulder Valley School District is committed to create challenging, meaningful, and engaging learning opportunities so that all children thrive and are prepared for successful, civically engaged lives. Our comprehensive and innovative approach to education ensures that each student meets expectations relative to intellectual growth, physical development and social emotional well-being. The district covers approximately 500 square miles and serves the communities of Boulder, Erie, Louisville, Lafayette, Superior, Broomfield, Nederland, Ward, Jamestown and Gold Hill. Website: BVSD.
Location: US:CO:BOULDER
Department: Information Technology
Position Title: IT Service Desk Lead
Position Start Date: August 3, 2026
Position Type: Professional Technical
FTE: 1.0 - 40 hours per week - Regular, ongoing
Work Schedule: 261 Days - 12 Months - Hybrid
Salary Range:$72,087 - $108,131
Closing Date: July 28, 2026
Our People Are Our Strength in BVSD
Summary:
The IT Service Desk Lead plays a key role in enhancing the effectiveness, efficiency, and adaptability of the IT Service Desk. This position combines operational support, knowledge management, and continuous improvement responsibilities, with a focus on leveraging automation and AI-driven solutions. This role serves as a primary resource for Service Desk staff, provides coverage during high-demand periods.
Responsibilities:
  • Analyze workflows and implement process improvements, automation, and AI-enabled solutions to improve service efficiency, productivity, and customer experience.
  • Develop, maintain, and improve knowledge management resources, including documentation, standard operating procedures, and knowledge base content to support consistent, efficient service delivery.
  • Provide advanced technical support and operational guidance to maintain service levels, including assisting during peak periods and staffing gaps, resolving complex and high-impact issues, serving as a technical resource to team members, supporting onboarding and training efforts, and promoting adherence to established processes, documentation standards, and best practices.
  • Perform other duties as assigned.
Qualifications:
Required:
  • 3-5+ years of experience in an IT Service Desk or technical support environment
  • Strong understanding of IT service management principles (e.g., incident, request, and problem management)
  • Experience creating and maintaining technical documentation and knowledge bases
  • Demonstrated ability to analyze processes and implement improvements
  • Excellent communication and interpersonal skills

Preferred:
  • Bachelor's degree in Computer Science, Computer Information Systems, or other technology-related field
  • Experience with ITSM tools (e.g., ServiceNow, Jira Service Management, Freshservice, etc.)
  • Prior experience in a lead or senior support role
  • ITIL Foundation or similar certification

Salary Information:
Salary Placement varies according to experience and education.
*Pay range listed above is for employees newly hired to BVSD or current BVSD employees that are new to the employee group (existing employees currently in this unit please refer to the pay range on the appropriate salary schedule).
BVSD engages in a salary placement process vs. a salary negotiation process. This information is provided in compliance with the Colorado Equal Pay for Equal Work Act and is the company's good faith and reasonable estimate of the compensation range and benefits offered for this position. The compensation offered to the successful applicant may vary based on factors including experience and education. All salaries are set by Human Resources based on a review of qualifications compared to the requirements on the job description; therefore listing all related education and experience on your application is recommended.
Application and Selection Procedure:
  • External Candidates: Apply on-line at jobs.bvsd
  • Current BVSD Employees: Must apply through the INFOR portal
  • If you do not have internet access, a computer is available in the Human Resources Division, Education Center, 6500 E. Arapahoe, Boulder, Colorado.
  • Applications are reviewed to match candidates with position qualifications, with a limited number selected for interviews. For the final selection, employment is contingent upon successful completion of the post-offer screening process, including a background check and possible medical examination.
Benefits & Eligibility:
Boulder Valley School District is proud to offer eligible employees excellent benefits which may include:
  • Free high-quality Health and Dental Coverage
  • Vision Coverage
  • Supplemental Life Insurance
  • Employee Assistance Program
  • Personalized Benefits
  • Identity Theft Protection
  • Flexible Spending Plans
  • Retirement Savings Plans
  • EcoPass

Please see our Benefits Page for information on the benefits we offer and eligibility information.
The Boulder Valley School District is an equal opportunity educational institution and does not unlawfully discriminate on the basis of race, color, ethnicity, sex, gender identity/expression, national origin, creed, religion, age, sexual orientation, disability or veteran status in admission or access to, and treatment and employment in its educational programs or activities. Inquiries or complaints: BVSD Legal Counsel - 720-561-5903; Office for Civil Rights - http://www2.ed.gov/about/offices/list/ocr/addresses.html

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