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It Service Desk Lead 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 ...

New

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 ...

Bloom Healthcare

IT Service Desk Lead

Lakewood, CO · On-site

$75K - $100K/yr

Serve as a lead resource for IT service desk tickets, ensuring timely triage, resolution, escalation, and follow-through. * Provide responsive and professional end-user support for hardware, software ...

Integral

IT Service Desk Lead

Vienna, VA · On-site

$130K - $145K/yr

Overview IT SERVICE DESK LEAD Location: Vienna, VA / Fort Belvoir, VA Clearance: Active TS/SCI Required The IT Service Desk Lead oversees the daily operations, service delivery, and technical ...

Bloom Healthcare

IT Service Desk Lead

Denver, CO · On-site

Serve as a lead resource for IT service desk tickets, ensuring timely triage, resolution, escalation, and follow-through. * Provide responsive and professional end-user support for hardware, software ...

Integral Federal, Inc.

IT Service Desk Lead

Vienna, VA · On-site

They are seeking an IT Service Desk Lead to oversee daily operations, service delivery, and technical performance of a high-volume IT Service Desk, ensuring operational excellence across incident ...

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 ...

Balchem

IT Service Desk Lead

Montvale, NJ · On-site

$90K - $115K/yr

The IT Service Desk Team Lead is responsible for leading the day-to-day operations of the IT Service Desk, including technical support, request management, escalations, and team mentoring. This role ...

Balchem

IT Service Desk Lead

Montvale, NJ · On-site

$90 - $115/hr

The IT Service Desk Team Lead is responsible for leading the day-to-day operations of the IT Service Desk, including technical support, request management, escalations, and team mentoring. This role ...

USCS

IT Service Desk Lead

Camden, NJ · On-site

$75K - $85K/yr

The Role The IT Service Desk Lead provides advanced technical support while coordinating the day-to-day operations of the Service Desk team. This position serves as the primary escalation point for ...

USCS

IT Service Desk Lead

Camden, NJ · On-site

The Role The IT Service Desk Lead provides advanced technical support while coordinating the day-to-day operations of the Service Desk team. This position serves as the primary escalation point for ...

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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 Aug 24, 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 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 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.

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 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.

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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 August 2026, with employment types broken down into 1% As Needed, 78% Full Time, 18% Part Time, and 3% Contract. Highlights an 90% Physical, 1% Hybrid, and 9% Remote job distribution, with an average salary of $63,945 per year, or $30.7 per hour.

IT Service Desk Lead

The High Companies

Lancaster, PA • On-site

Other

Posted 3 days ago

New

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.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.

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