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Service Desk Lead Jobs (NOW HIRING)

Decision Point

Service Desk Lead

Reston, VA · On-site

Service Desk Lead ID 2025-3177 Job Locations US Category Information Technology Type Regular Full-Time Overview DecisionPoint seeks a Senior Service Desk Lead to oversee enterprise help desk ...

Ardent Services

Service Desk Lead

Manhattan, NY · On-site

Service Desk Lead At Ardent, we hire people who want more than a job -- they want to serve a mission that matters. Our teams support the federal government's most critical national security and ...

New

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 ...

Koniag

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

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 ...

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 ...

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 ...

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 ...

New

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 ...

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

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How much do service desk lead jobs pay per hour?

As of Aug 15, 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.
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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 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

Hudson Automotive Group, Inc

Charleston, SC • On-site

Other

Medical, Dental, Vision, Life, Retirement, PTO

Posted 28 days ago

Hudson Automotive Group rating

4.2

Company rating: 4.2 out of 10

Based on 10 frontline employees who took The Breakroom Quiz

148th of 152 rated car dealerships

Job description

Service Desk Lead

Hudson Automotive Group - Charleston, SC 29492

Overview

Job Shift 8am - 5pm

Description

Hudson Automotive Group is looking for an accomplished and talented Service Desk Lead to join our growing IT team. The Service Desk Lead provides top-tier support to internal and external IT clients and systems. Responsibilities include managing Hudson's IT Service Management platform, including Incident, Problem, and Change Management, as well as maintaining the service catalog. This role monitors incoming and active incidents and requests, engages in high-severity incidents, and provides timely updates to company leadership. The Service Desk Lead also uses AI and other tools to improve service delivery, streamline workflows, and enhance the client support experience.

Hudson Automotive, a third generation family-owned group is one of the fastest growing auto dealer groups and management companies in the Southeast U.S. If you are an experienced IT Service Desk Analyst with a track record of success, it's time to shift your career into gear with Hudson Automotive!

What We Offer
  • Continuous Employee Professional Development (Hudson Academy)
  • Onsite position - Charleston (Corp HQ on Daniel Island)
  • Medical, Dental, Vision, and Life Insurance
  • 401k
  • Paid Time Off/Vacation/Holidays
  • Paid Training
  • Employee discounts on products & services
Who We Are Looking For
  • Highly qualified service desk manager to provide top-tier support to internal and external IT clients and systems.
  • Energetic team player with a comprehensive and up-to-date understanding of computer hardware and software.
  • Self-motivated individual with familiarity with IT Service Management frameworks such as ITIL.
Qualifications
  • Previous supervisory experience.
  • Outstanding analytical and problem-solving abilities.
  • Advanced interpersonal, communication and teamwork abilities.
  • Excellent time-management and organizational skills.
  • An associate or bachelor's degree in computer science, information systems or a related field.
  • Familiarity with a Service Desk management platform such as Service Now or Solarwinds Service Management.

Are you ready to work in a rewarding, high-energy environment, and state-of-the-art facility? Come take the next step of your career with Hudson Automotive Group!

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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