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Service Desk Lead Jobs (NOW HIRING)

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, Inc.

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 ...

Arhaus

Service Desk Lead

Boston Heights, OH · On-site

Description The IT Service Desk Lead is responsible for leading the service desk and providing effective IT support services to end-users across the organization. This role ensures the smooth ...

Govcio LLC

Service Desk Lead

Washington, DC · On-site

$81K - $120K/yr

We're looking for a Service Desk Lead to support the DFC. This position will be located in Washington DC, and will be onsite. Responsibilities The IT Service Desk Lead supports federal customers by ...

ASM Research

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 ...

Ardent

Service Desk Lead

Manhattan, NY · On-site

They are seeking a Service Desk Lead to oversee day-to-day service desk operations, ensuring efficient delivery of end-user support services and maintaining high levels of system availability and ...

Ardent

Service Desk Lead

Manhattan, NY · On-site

They are seeking a Service Desk Lead to oversee day-to-day service desk operations, ensuring efficient delivery of end-user support services and maintaining high levels of system availability and ...

Cognizant

Service Desk Manager / Lead

Des Moines, IA · On-site

$90 - $130/hr

- IT Service Desk Lead/Manager 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 ...

Scigon Solutions

ITSM / Service Desk Lead

Oak Brook, IL · On-site

$93K - $125K/yr

ITSM / Service Desk Lead Salary: $93,750-$125,000 Position Summary The ITSM / Service Desk Lead is responsible for the leadership and governance of Level 1 Service Desk operations and the ...

Inficare Technologies

Service Desk lead

San Jose, CA · On-site

Role - Service Desk lead Location - San Jose, CA (Onsite) Duration - Long Term contract Key Responsibilities: * Provide hands-on setup, configuration, and deployment of laptops and Mac devices for ...

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 ...

Inktel

Service Desk Lead - Enterprise IT

Doral, FL · On-site

The Service Desk Lead will oversee day-to-day service desk operations, provide advanced technical support, and drive automation initiatives using Power Automate, n8n, and similar tools. Key ...

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 ...

High Industries

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 ...

ASM Research

Service Desk Lead

Lorton, VA · On-site

Position Summary The Service Desk Lead oversees daily operations of the external-facing service desk, supporting customers/clients with product, technical, or account issues. This role combines hands ...

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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 7, 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

CSV-Taurean

Alexandria, VA • On-site

Full-time

Re-posted 7 days ago

Job description

Location: Alexandria, VA
Clearance: 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, and ensures incident and service request resolution through ITIL-based practices.
Responsibilities
  • Direct daily Service Desk operations and ensure SLAs are achieved.
  • Manage incident, problem, and request fulfillment using ServiceNow.
  • Supervise technical personnel: scheduling, training, coaching, performance management.
  • Maintain/update knowledge bases and SOPs.
  • Conduct customer satisfaction reporting.

Minimum Requirements
  • Bachelor's degree in computer science, information systems, information technology, or business.
  • 9+ years helpdesk/desktop support.
  • 3+ years managing technical staff.
  • 2+ years ServiceNow and Microsoft 365 in production.
  • Tier II Service Desk Equivalent certification.
  • Active Secret clearance.

Tools & Platforms
ServiceNow ITSM, Microsoft 365 (Teams, Exchange, SharePoint), Intune/SCCM, Active Directory/Azure AD, remote support tools, VoIP/softphones.
Core Competencies
Customer service orientation, incident/problem management, technical team leadership, ITIL-based process improvement, collaboration expertise.

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