Service Desk Team Lead

The Service Desk Team Lead is a hands-on technical lead who provides advanced end-user support and serves as the primary escalation point for complex issues. Although the role has no direct reports, it functions as the team’s technical escalation resource and requires strong depth in workstation, identity, and network troubleshooting. The position also includes administrative and client-facing coordination (e.g., documentation, status updates, and prioritization) and is focused on diagnosing, resolving, and preventing recurring incidents.

Key responsibilities include:

· Providing advanced, hands-on technical support and resolving complex issues (Tier 2/3), including root-cause analysis and durable fixes.

· Owning escalations end-to-end: reproduce issues, gather logs, coordinate with internal teams as needed, and communicate clear technical updates to clients and stakeholders.

· Creating and maintaining technical documentation (KB articles, runbooks, and standard procedures) and identifying recurring issues for automation or permanent remediation.

Technical Leadership & Mentorship (No Direct Reports)

· Provide technical guidance, peer review, and mentoring to service desk technicians; this role does not include formal people management or direct reports.

· Foster a positive and professional team culture aligned with company values.

Service Delivery Support (Administrative / Coordination)

· Support day-to-day service desk workflow (in partnership with the coordinator/manager) by helping prioritize technical escalations and ensuring accurate ticket notes and customer updates.

· Maintain high technical quality and a customer-first experience through thorough troubleshooting, clear communication, and timely resolution.

· Lead technical resolution for high-impact incidents by triaging, isolating root cause, coordinating technical resources as needed, and documenting outcomes and preventive actions.

Requirements

Communication & Coordination

· Coordinate with internal IT teams and vendors to resolve technical issues that span systems (e.g., identity, networking, cloud services), ensuring clients receive accurate status and next steps.

· Ensure clear communication of priorities, changes, and expectations.

Process & Documentation

· Maintain and update documentation related to processes, procedures, and service delivery standards.

· Implement changes to improve efficiency, effectiveness, and customer satisfaction.

Continuous Improvement (Technical)

· Identify recurring technical issues and drive remediation (problem management), including improving monitoring/alerting, strengthening standard builds, and proposing automation where appropriate.

· Proactively recommend technical improvements for client environments (e.g., patching, configuration hardening, M365/Entra best practices) based on trends observed through support.

Technical Leadership

· Serve as the escalation point for complex issues across Windows endpoints (including Microsoft Intune/MDM), Microsoft 365, identity (Active Directory/Azure AD/Entra ID), Microsoft Azure (core services and troubleshooting), networking (DNS/DHCP/VPN/Wi‑Fi), and common line-of-business applications.

· Apply and promote technical best practices (security, least privilege, change control, and documentation standards) while delivering reliable, repeatable support outcomes.

Key Skills & Attributes

· Demonstrated hands-on troubleshooting expertise; able to independently drive complex issues to resolution.

· Strong diagnostic approach (problem isolation, log review, hypothesis testing) and ability to document findings clearly.

· Customer-service mindset with ability to explain technical concepts to non-technical users.

· Clear written and verbal communication, including high-quality ticket notes, incident timelines, and client-facing updates.

· Experience with ticketing/ITSM tools and remote support; able to use data in the tool (queues, categories, trends) to improve technical outcomes.

· Ability to work under pressure and maintain a positive attitude.

Performance Metrics

· SLA compliance and incident resolution times.

· Customer satisfaction scores.

· Team performance and development.

· Accuracy and completeness of documentation.

· Contribution to process improvements and strategic initiatives.

Knowledge Requirements

· Proficiency with ticketing systems, remote support tools, and documentation platforms.

· Required: Strong troubleshooting skills across Windows endpoints (imaging/builds, drivers, printers) and endpoint management with Microsoft Intune; Microsoft 365 (Exchange/Outlook, Teams, SharePoint/OneDrive); identity (Active Directory/Azure AD/Entra ID); Microsoft Azure (core services and fundamentals); and core networking (TCP/IP, DNS, DHCP, VPN).

· Working knowledge of security fundamentals (MFA, conditional access concepts, endpoint protection/EDR basics, phishing awareness) and data protection best practices.

· Familiarity with scripting/automation (PowerShell preferred) to streamline repetitive tasks and support troubleshooting.

· Knowledge of organizational policies, compliance standards, and service desk KPIs.

· Awareness of emerging technologies and trends in IT support.

Certifications Preferred

· CompTIA A+

· CompTIA Network+ or equivalent networking certification

· CompTIA Security+ or equivalent security certification

· Microsoft Azure Certifications

Experience Expectations

· 3-5 years of relevant IT service desk or technical support experience

· Prior customer service experience preferred

· Prior technical lead / escalation experience preferred (mentoring, knowledge sharing, and owning complex tickets); people-management experience is not required.

Benefits

• Hybrid workplace
• $65,000 - 82,000 annually based on experience and fit
• 100% employer paid health insurance (medical and dental)
• Mileage and phone reimbursement
• Fun working environment and culture
• SIMPLE IRA with 3% match