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.