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Service Desk Lead Jobs (NOW HIRING)

Koniag Services, Inc.

Service Desk Lead

Vienna, VA · On-site

$80 - $110/hr

The Service Desk Lead is to assist and oversee the support of operations and other systems. The Service Desk Lead will manage the performance of service level agreements and support clients to ensure ...

kgs

Service Desk Lead

Vienna, VA

The Service Desk Lead will manage the performance of service level agreements and support clients to ensure that service levels are achieved. The Service Desk Lead is responsible for ensuring the ...

DecisionPoint | Cortek

Service Desk Lead

The Service Desk Lead is responsible for workforce scheduling, queue management, ticket quality assurance, customer satisfaction metrics, incident trend analysis, and continuous improvement ...

kgs

Service Desk Lead

Vienna, VA · On-site

The Service Desk Lead will manage the performance of service level agreements and support clients to ensure that service levels are achieved. The Service Desk Lead is responsible for ensuring the ...

kgs

Service Desk Lead

Vienna, VA · On-site

The Service Desk Lead will manage the performance of service level agreements and support clients to ensure that service levels are achieved. The Service Desk Lead is responsible for ensuring the ...

Koniag, Inc.

Service Desk Lead

Vienna, VA · On-site

$80K - $100K/yr

The Service Desk Lead will manage the performance of service level agreements and support clients to ensure that service levels are achieved. The Service Desk Lead is responsible for ensuring the ...

Concept Plus LLC

Service Desk Lead

Springfield, VA · On-site

$85 - $110/hr

Service Desk Lead Concept Plus is seeking a Service Desk Lead to oversee daily operations of customer‑facing IT and call center support services. This role ensures consistent, high‑quality ...

Ardent

Service Desk Lead

New York, NY

Ardent is seeking a Service Desk Lead to join our team. This is an on-site position located in New York. Position Description: Ardent is seeking a Service Desk Lead to oversee day-to-day service desk ...

PingWind

Service Desk Lead

Huntsville, AL · On-site

The Service Desk Lead will oversee intake, triage, routing, troubleshooting, escalation, resolution, follow-up, and performance reporting to minimize user downtime, meet service-level expectations ...

Socket.dev

Service Desk Lead

Huntsville, AL · On-site

$97 - $135/hr

The Service Desk Lead will oversee intake, triage, routing, troubleshooting, escalation, resolution, follow-up, and performance reporting to minimize user downtime, meet service-level expectations ...

The Intersect Group

Service Desk Lead

Scottsdale, AZ · On-site

Service Desk Lead Company Overview The Intersect Group is partnering with a growing technology services organization that delivers comprehensive IT support, managed services, and technology solutions ...

Concept Plus

Service Desk Lead

California, MD · On-site

$85 - $110/hr

Service Desk Lead Concept Plus California, Maryland, United States About this position About Concept Plus Concept Plus is a mission-focused technology solutions provider that transforms IT concepts ...

CSV-TAUREAN

Service Desk Lead

Alexandria, VA · On-site

Secret Overview The Service Desk Lead oversees Tier I and Tier II operations, ensuring prompt, effective support to end users. This role supervises Service Desk staff, manages workload and training ...

PingWind

Service Desk Lead

Huntsville, AL · On-site

The Service Desk Lead will oversee intake, triage, routing, troubleshooting, escalation, resolution, follow-up, and performance reporting to minimize user downtime, meet service-level expectations ...

PingWind

Service Desk Lead

Huntsville, AL

The Service Desk Lead will oversee intake, triage, routing, troubleshooting, escalation, resolution, follow-up, and performance reporting to minimize user downtime, meet service-level expectations ...

Ardent

Service Desk Lead

New York, NY · On-site

Ardent is seeking a Service Desk Lead to join our team. This is an on-site position located in New York. Position Description: Ardent is seeking a Service Desk Lead to oversee day-to-day service desk ...

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Service Desk Lead information

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$11

$30

$49

How much do service desk lead jobs pay per hour?

As of Sep 6, 2026, the average hourly pay for 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 does a Service Desk Lead do?

A Service Desk Lead oversees the daily operations of the IT service desk, ensuring that support tickets are handled efficiently and customer service standards are met. They manage a team of service desk analysts or technicians, provide guidance, and often act as the escalation point for complex technical issues. Additionally, they are responsible for monitoring performance metrics, implementing best practices, and coordinating with other IT teams to resolve recurring problems. Their goal is to ensure that end-users receive timely and effective technical support.

How does a Service Desk Lead typically handle escalated technical issues and coordinate with other IT teams?

As a Service Desk Lead, you'll often be the point of contact for escalated technical issues that frontline support staff are unable to resolve. This role requires strong troubleshooting skills and the ability to quickly assess the situation before coordinating with specialized IT teams, such as network, server, or application support. Effective communication and prioritization are crucial, as you'll need to provide updates to stakeholders, ensure timely resolution, and document the escalation process. Collaboration is key, as you'll work closely with both your service desk team and other IT departments to maintain high service standards.

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

To thrive as a Service Desk Lead, you need strong IT troubleshooting skills, knowledge of service management frameworks (like ITIL), and experience in team leadership, usually backed by a relevant degree or certifications. Familiarity with ticketing systems such as ServiceNow or Jira, along with ITIL certification, is commonly required. Exceptional communication, problem-solving abilities, and a customer-focused mindset set top performers apart in this role. These skills and qualities are crucial to ensure efficient issue resolution, high team morale, and consistent delivery of excellent IT support services.

What is the difference between Service Desk Lead vs Service Desk Technician?

AspectService Desk LeadService Desk Technician
CertificationsITIL, HDI, CompTIA A+CompTIA A+, HDI, ITIL Foundation
Work EnvironmentSupervisory role, team coordinationSupport-focused, technical troubleshooting
ResponsibilitiesLead team, escalate issues, improve processesResolve technical issues, assist users

The Service Desk Lead typically oversees the team, manages escalations, and improves support processes, requiring leadership skills and certifications. The Service Desk Technician focuses on resolving technical issues directly for users, with a strong technical background. Both roles are essential in IT support, but the Lead has a broader supervisory scope.

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Service Desk Lead jobs near you
Infographic showing various Service Desk Lead job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 77% Full Time, 19% Part Time, and 3% Contract. Highlights an 92% Physical, 1% Hybrid, and 7% Remote job distribution, with an average salary of $63,945 per year, or $30.7 per hour.

Service Desk Lead

Strategic Operational Solutions

Morgantown, WV • On-site

$85K - $90K/yr

Full-time

Posted 15 days ago

Job description

Brief Overview of Position:
Strategic Operational Solutions (STOPSO) is seeking candidates for the Service Desk Lead role that serves the organization. Your goal will be to provide customers with accurate, efficient, and courteous responses to their requests. This role could be filled both onsite at a Government facility or at a contractor provided facility.
STOPSO is ISO 9001, ISO 20000-1, ISO 27001 certified and CMMI-SVC Level 2 appraised IT Services and Solutions company. We look for talented people to join our Team to develop and deliver solutions. Our environment is cutting-edge and highly rewarding, our team members are constantly learning and sharing their knowledge with our customers and each other. Our employees receive recognition for the solutions they provide to our customers and the value they bring to our company. Consider joining us today to make a difference.
Primary Responsibilities:
The Service Desk Lead oversees daily Tier 1 Service Desk operations and serves as the functional lead for Service Desk personnel. The lead ensures achievement of performance objectives, customer satisfaction goals, knowledge management requirements, and operational SLAs supporting more than 14,000 USPTO users.
Additionally, in this position you will:
  • Serve as operational lead for Service Desk continuity planning and execution.
  • Direct daily Tier 1 operations and queue management.
  • Manage workforce scheduling and staffing forecasts.
  • Monitor service metrics and SLA attainment.
  • Coordinate escalations and major incident activities.
  • Ensure consistency of ticket documentation and knowledge management practices.
  • Conduct training, coaching, and performance oversight.
  • Manage process improvement initiatives and operational reporting.
  • Collaborate with APR, engineering, and Government stakeholders.
  • Support AI-enabled service management enhancements.

Qualifications:
  • Bachelor's degree in IT, Business, or related discipline.
  • Five (5) years of Service Desk leadership experience.
  • Experience managing ServiceNow operations and SLA-driven organizations.
  • ITIL Foundation certification.

Desired Skills:
  • HDI Support Center Manager.
  • ITIL Managing Professional.
  • Microsoft Service Management certifications.

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