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 ...
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5 jobs near Columbus, OH
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 ...
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
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
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 ...
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 ...
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 ...
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 ...
Customer Service Representative
Zionsville, IN · On-site
$22 - $23/hr
Call Center Representative 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 ...
New
Customer Service Representative
Zionsville, IN · On-site
$22 - $23/hr
Call Center Representative 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 ...
New
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
Required
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.
- 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.
- 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.
- 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.
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.
- 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.