Service Desk Team Lead in United States at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Service Desk Team Lead based in United States.

This is a key IT leadership role responsible for overseeing day-to-day service desk operations and ensuring high-quality technical support across a global user base. You will lead a team of IT support professionals, driving performance, consistency, and continuous improvement in service delivery. The role combines hands-on operational oversight with people leadership, requiring strong coordination, escalation management, and stakeholder engagement. You will ensure incidents and service requests are resolved efficiently, meeting SLAs while maintaining a strong customer experience. In addition, you will act as a subject matter expert for service desk processes, tools, and best practices. The environment is fast-paced, collaborative, and globally distributed, requiring adaptability and strong communication across time zones. This position offers the opportunity to shape service standards while contributing to broader IT initiatives and digital transformation efforts.

• Lead, coach, and support a team of IT service desk professionals to deliver high-quality, customer-focused technical support
• Oversee daily service desk operations, ensuring timely resolution of incidents and service requests in alignment with SLAs and OLAs
• Manage ticket queues, workflows, and resource allocation to ensure efficient handling of support demand
• Act as the primary escalation point for complex technical issues affecting end users across global teams
• Develop and maintain service desk documentation, including knowledge base articles and standard operating procedures
• Monitor service performance metrics, produce regular reporting, and drive continuous improvement initiatives
• Collaborate with internal IT teams and external vendors to ensure seamless service delivery and issue resolution
• Support ICT leadership in planning and executing IT initiatives and operational improvements
• Ensure consistent communication and high-quality customer service across all user groups and stakeholders

• 5+ years of experience in IT support or service desk environments, including prior leadership or senior-level responsibilities
• Strong knowledge of ITIL frameworks and service management best practices
• Experience supporting global users across multiple time zones in a structured IT environment
• Hands-on technical expertise with Windows, macOS, iOS, and Microsoft 365 administration
• Familiarity with tools such as Microsoft Defender, Intune/Autopilot, SharePoint, and Teams administration
• Experience with ticketing systems and IT service management platforms (e.g., Jira Service Management or similar)
• Strong troubleshooting, analytical, and problem-solving skills with a focus on root cause resolution
• Excellent communication and stakeholder management skills across technical and non-technical audiences
• Ability to prioritize workloads, manage pressure, and maintain service quality in fast-paced environments
• IT certifications such as ITIL, Microsoft, CompTIA (A+, Network+, Security+) are highly desirable

• Competitive compensation aligned with senior IT service desk leadership roles
• Comprehensive medical, dental, and vision insurance coverage
• Opportunities for professional development and IT certification support
• Exposure to global IT operations and enterprise-scale systems
• Inclusive and collaborative work environment focused on continuous improvement
• Career growth opportunities within IT operations and infrastructure leadership
• Stable full-time role with structured performance and development frameworks
• Opportunity to influence service standards and operational excellence across the organization