ZipRecruiter

Log In

1

Service Desk L2 Jobs (NOW HIRING)

Noblesoft Technologies

Service desk Analyst

Morrisville, NC · On-site

$19.25 - $26.25/hr

Role: Service desk Analyst Location: Morrisville, NC - Onsite * Provide first-level technical ... Log, classify, prioritize, and resolve incidents according to SLAs; escalate to L2/L3 based on ...

Yochana

Service Desk L1

Morrisville, NC · On-site

$19.25 - $26.25/hr

... L2/L3 based on impact and complexity. • Maintain clear and professional communication with end ... Eligibility, Knowledge, Skills & Experience • 1-5 years in a Service Desk or in an IT Support ...

previous page

Showing results 41-60

All JobsTechnology JobsDesktop Support JobsComputer Support Specialist JobsService Desk L2 Jobs

Service Desk L2 information

See salary details

$11

$23

$36

How much do service desk l2 jobs pay per hour?

As of Sep 10, 2026, the average hourly pay for service desk l2 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 are the roles and responsibilities of a Service Desk L2?

A Service Desk L2 (Level 2) technician is responsible for handling more complex technical issues that cannot be resolved by the Level 1 support team. They troubleshoot hardware and software problems, escalate unresolved incidents to higher support levels if needed, and may handle system administration tasks. Service Desk L2 staff also document solutions, provide guidance to L1 technicians, and ensure that incidents are resolved within agreed service levels. Their work ensures smooth IT operations and minimizes downtime for end users.

What are the key skills and qualifications needed to thrive as a Service Desk L2?

To thrive as a Service Desk L2, you need advanced troubleshooting skills, a solid understanding of IT systems, and typically an associate’s or bachelor’s degree in a related field. Familiarity with ticketing systems (like ServiceNow), remote desktop tools, and relevant certifications such as CompTIA A+ or ITIL Foundation are commonly expected. Strong problem-solving, patience, and effective communication skills help you resolve issues efficiently and support users under pressure. These competencies are crucial for minimizing downtime, ensuring user satisfaction, and maintaining smooth IT operations.

What are some common challenges faced by Service Desk L2 professionals, and how can they effectively address them?

Service Desk L2 professionals often encounter complex technical issues that go beyond standard troubleshooting, such as advanced network or software problems. They may also face pressure to resolve tickets quickly while maintaining high customer satisfaction. Effective communication with both end-users and other IT teams is essential to clarify issues and coordinate solutions. Staying updated on new technologies and maintaining strong documentation skills can help L2 staff resolve issues efficiently and contribute to continuous service improvement.

What is the difference between Service Desk L2 vs Service Desk L1?

AspectService Desk L2Service Desk L1
ResponsibilitiesHandles complex issues, escalates problems, provides advanced troubleshootingAddresses basic issues, initial contact, resolves common problems
Skills & CertificationsTechnical knowledge, troubleshooting skills, certifications like CompTIA A+Basic customer service, troubleshooting, certifications often not required
Work EnvironmentMore technical, problem-solving focused, often in a dedicated support teamCustomer interaction, initial support, front-line support team

Service Desk L2 professionals handle more complex technical issues and require advanced troubleshooting skills, often supported by relevant certifications. In contrast, Service Desk L1 staff focus on basic customer support and initial issue resolution. Both roles are essential in a typical IT support environment, with L2 providing escalation support for issues beyond L1's scope.

What are popular job titles related to Service Desk L2 jobs?

For Service Desk L2 jobs, the most frequently searched job titles are:

Infographic showing various Service Desk L2 job openings in the United States as of September 2026, with employment types broken down into 1% As Needed, 78% Full Time, 18% Part Time, and 3% Contract. Highlights an 91% Physical, 1% Hybrid, and 8% Remote job distribution, with an average salary of $49,688 per year, or $23.9 per hour.

Service Desk Lead-Location-Morrisville, NC - Onsite

Morrisville, NC • On-site

E-Solutions
See more jobs at E-Solutionsexternal

Other

Re-posted 19 days ago

Job description

Service Desk Lead

Location: Morrisville, NC

To lead the delivery of Service Desk & support functions like incident & change management and all supporting activities associated with Application & Infra Management. Primary responsibilities include managing the quality of infrastructure services and developing and implementing processes and procedures that will contribute to increased levels of availability and performance, decrease system faults, lower costs and ultimately higher levels of client satisfaction. The role involves suggesting & implementing agreed process adherence, efficiency and value added services to the customer.

Job Functions & Responsibilities: The Service Desk Lead is a position with accountability of the technical service desk. The Service Desk Manager is expected to work closely with their counterparts at the client side and also with enabling functions in the Organization to manage and drive transition of infrastructure management activities into a remote model, and provide oversight over all aspects of quality and service levels.

Specific responsibilities include: A. Deliver Managed Services for the global Clients. Transformation experience will be a plus. B. Build and manage teams and direct all related People/ Process and Technology Competencies and work closely with Technical CoE Leads. C. Build and Maintain customer relationship. D. Effectively monitor, control and support infrastructure service delivery ensuring all agreed methodologies and procedures are followed E. Other responsibilities as follows:

  • Expansion of services to fill entire gamut of infrastructure services.
  • Focus on project opportunities and transformation initiatives.
  • ITIL process definitions and implementation.
  • Automation in service delivery.
  • Ensure knowledge retention.
  • Resource management & Utilization, Attrition control.
  • Audit and security compliance – both from HCL and customer’s requirements.
  • Management reporting - both for HCL and customer.
  • Conduct regular in-depth service and process audits.
  • Employee retention, motivation and training.
  • Focus on grooming people from L1 to L2, L2 to L3 within select timelines.
  • Overall SLA management – Operation interaction with technologies Lead / Service Owner.
  • Manage & deliver overall Customer Satisfaction.
  • Manage & deliver overall employee satisfaction.

Qualifications & Skills Desired: (Experience Education/Certifications) • 7-10 Years of experience out of which at least 2+ years of IT Operations and Management at team/Operations manager level. • Comfortable in a fast-paced high-pressure rapidly evolving entrepreneurial environment. • Strong managerial, Team Building, and Decision-Making skills. • Expertise in Defining Process & Task Distribution and ensure the implementation within the Service. • B.E / B. Tech / MCA, non-technical graduate degree with desired experience. • Excellent written and verbal communications skills in English • Excellent interpersonal skills.

Apply