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Service Desk Lead Jobs (NOW HIRING)

ASM Research

Service Desk Lead

Service Desk Lead The Service Desk Lead provides supervisory and operational leadership for the company's service desk functions. This role manages weekly day-to-day service desk operations, leads ...

Indigo IT

Service Desk Lead

Huntsville, AL · On-site

$40K - $80K/yr

Service Desk Lead Location: Huntsville, AL Job Id: 532 # of Openings: 1 Service Desk Lead Huntsville, AL SUMMARY: Founded in 2001, Indigo IT is an award winning information technology consulting and ...

CSV-TAUREAN

Service Desk Lead

Alexandria, VA

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 ...

Indigo IT

Service Desk Lead

Huntsville, AL

$40K - $80K/yr

Service Desk Lead Huntsville, AL SUMMARY: Founded in 2001, Indigo IT is an award winning information technology consulting and services company. We are a trusted services provider to government ...

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 ...

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 ...

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 ...

VDart

Service Desk Lead

Morrisville, NC · On-site

Role - Service desk lead Location - Morrisville, NC(Onsite) Contract-6+ Months To lead the delivery of Service Desk & support functions like incident & change management and all supporting activities ...

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 ...

Indigo IT LLC

Service Desk Lead

Huntsville, AL · On-site

$40K - $80K/yr

Service Desk Lead Huntsville, AL SUMMARY: Founded in 2001, Indigo IT is an award winning information technology consulting and services company. We are a trusted services provider to government ...

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 ...

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Service Desk Lead information

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How much do service desk lead jobs pay per hour?

As of Jul 5, 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 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 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.

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.

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.
More about Service Desk Lead jobs
What cities are hiring for Service Desk Lead jobs? Cities with the most Service Desk Lead job openings:
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Service Desk Lead jobs near you
Infographic showing various Service Desk Lead job openings in the United States as of June 2026, with employment types broken down into 1% Internship, 1% As Needed, 37% Full Time, 32% Part Time, 2% Temporary, and 27% 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.
Service Desk Lead

Service Desk Lead

ASM Research

Remote

Other

Posted 12 days ago

ASM Research rating

8.6

Company rating: 8.6 out of 10

Based on 14 frontline employees who took The Breakroom Quiz

27th of 207 rated it services

Job description

Service Desk Lead

The Service Desk Lead provides supervisory and operational leadership for the company's service desk functions. This role manages weekly day-to-day service desk operations, leads shift teams, ensures quality service delivery, and serves as the primary escalation point for service desk issues. The Lead works closely with the Service Desk Manager on process improvements and strategic initiatives while maintaining focus on customer satisfaction and operational excellence.

Key Responsibilities
  • Provide operational leadership and supervision of service desk operations
  • Manage service desk shift operations and team coordination
  • Serve as primary escalation point for service desk issues
  • Monitor and ensure adherence to SLAs and quality standards
  • Provide technical guidance and troubleshooting support
  • Conduct service desk quality assurance reviews
  • Train and mentor service desk personnel
  • Generate shift reports and performance metrics
Required Qualifications
  • 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 ITIL principles and processes
  • Proficiency with service desk and ITSM platforms
  • Excellent problem-solving and technical troubleshooting skills
  • Strong leadership and communication abilities
  • Ability to manage multiple priorities in fast-paced environment
Job Specific Skills
  • Service Desk Operations Leadership
  • ITIL & IT Service Management Processes
  • Technical Troubleshooting & Escalation Management
  • Team Supervision & Mentoring
  • Shift Operations & Quality Control
Preferred Skills
  • ITIL Foundation certification
  • ServiceNow platform expertise
  • Federal IT operations experience
  • Multi-site service desk coordination
  • Performance metrics and reporting
Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

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