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GSD Search

Service Desk Team Lead

Tempe, AZ · On-site

Team Lead, IT Service Desk Location: Tempe, AZ (Onsite) Position Type: Direct Hire Lead an IT Service Desk That Makes an Impact We're seeking an experienced IT Service Desk Team Lead to oversee daily ...

GSD Search

Customer Service Representative

Zionsville, IN · On-site

$22 - $23/hr

Location Zionsville, IN (Hybrid) (3 Days remote after training) Compensation: $22.00 - $23.00 Hour. DOE Start Date Sept 21,2026 Training 6 week structured onboarding program Onboarding: 6 month ...

New

GSD Search, LLC

Customer Retention Specialist

Zionsville, IN · On-site

$13.75 - $19/hr

Customer Retention Specialist 6 Month Contract with Strong Potential for Conversion Hybrid | Zionsville, IN About the Opportunity We're looking for two Customer Retention Specialists to join a ...

GSD Search, LLC

Service Desk Team Lead

Tempe, AZ · On-site

Team Lead, IT Service Desk Location: Tempe, AZ (Onsite) Position Type: Direct Hire Lead an IT Service Desk That Makes an Impact We're seeking an experienced IT Service Desk Team Lead to oversee daily ...

GSD & SGB

Construction Superintendent

Houston, TX · On-site

The partners who founded GSD Construction believed the commercial construction process could be ... We are growing rapidly and currently in search of a CONSTRUCTION SUPERINTENDENT to join our team of ...

GSDUS GSD

Account Manager

Austin, TX

GSD&M Job Function: Account Management and Growth Job Subfunction: Account Management At GSD&M, w ... Keep up with the competitive landscape and relevant cultural trends in search of insights and ...

New

Omnicom

Digital Campaign Manager

Austin, TX · On-site

GSD&M Job Function: Media Job Subfunction: Media Planning and Buying At GSD&M, we're on a mission ... Associate Media Director of Paid Search Supervisory Responsibilities(Y/N): No FLSA Status(Exempt vs.

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Service Desk Team Lead

GSD Search

Tempe, AZ • On-site

Other

Posted 29 days ago

Job description

Team Lead, IT Service Desk
Location: Tempe, AZ (Onsite)
Position Type: Direct Hire
Lead an IT Service Desk That Makes an Impact
We're seeking an experienced IT Service Desk Team Lead to oversee daily service desk operations, mentor a team of support professionals, and ensure exceptional technical support across the organization.
This is an excellent opportunity for a hands-on technical leader who enjoys coaching others, improving processes, and creating a best-in-class end-user support experience. You'll balance leadership responsibilities with technical troubleshooting while partnering with IT leadership to drive continuous improvement.
What You'll Do
Team Leadership
  • Lead, mentor, and develop a team of Service Desk Technicians.
  • Manage daily scheduling, workload distribution, and team priorities.
  • Conduct coaching, performance feedback, and ongoing employee development.
  • Foster a collaborative, customer-focused support environment.
Service Desk Operations
  • Oversee the intake, assignment, and resolution of incidents and service requests.
  • Monitor ticket queues to ensure timely resolution and SLA compliance.
  • Serve as the primary escalation point for complex technical issues.
  • Ensure accurate documentation of incidents, resolutions, and procedures.
Process Improvement
  • Track and analyze service desk metrics including response times, resolution times, backlog, and customer satisfaction.
  • Identify recurring issues and collaborate with IT teams to implement long-term solutions.
  • Maintain and expand knowledge base documentation and self-service resources.
  • Recommend and implement process improvements that enhance service delivery and operational efficiency.
Customer Support
  • Manage escalated user concerns with professionalism and urgency.
  • Communicate system outages, incidents, and status updates to stakeholders.
  • Build strong relationships across business and IT teams to deliver exceptional customer service.
Qualifications
Required
  • 3 years of IT support or Service Desk experience.
  • At least 1 year of experience leading or supervising a Service Desk or Help Desk team.
  • Experience using enterprise ticketing platforms such as Freshservice, ServiceNow, Jira, or Zendesk.
  • Strong customer service, communication, and leadership skills.
  • Experience working with ITIL-based support processes.
  • High School Diploma or GED.
Preferred
  • Experience leading teams of approximately 3-6 technicians.
  • Technical experience supporting:
    • Windows and macOS
    • Microsoft 365
    • Active Directory
    • Microsoft Azure
    • Basic networking
  • Hardware inventory and asset management experience.
  • nd/or ITIL Foundation certification.

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