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Job Description

The Service Desk Lead is a pure leadership role responsible for ensuring the overall quality and performance of the Tier 1 service desk team supporting a high-volume, enterprise client. Acting as the right hand to the Service Desk Manager, this individual will oversee daily operations, provide coaching and direction, and ensure best practices within the Service Desk Tier 1 team. You will not take calls or work tickets directly, but will focus on quality assurance, traffic direction, and team development. This role requires a strong leader and the ability to partner with management, along with other service desk teams (i.e Major Incident Managers (MIMs) and the Problem Coordinator) to offer extra guidance on incidents, as well as the ability to work independently and proactively in a fast-paced environment.

Key Responsibilities

-Oversee and support Tier 1 service desk staff, ensuring high-quality customer service and technical support.

-Monitor call quality, review tickets, and provide constructive feedback and coaching to team members.

-Direct daily workflow, prioritize urgent incidents, and ensure efficient handling of high-touch, rapid-turnaround events (30+ per month).

-Partner closely with the Service Desk Manager, MIMs, and Problem Coordinator to maintain seamless operations.

-Analyze call volume trends and help fill heat maps to optimize staffing and coverage.

-Ensure all team processes align with client expectations and ITIL best practices.

-Train new team members on client systems and service desk procedures.

-Foster a positive, customer-focused team culture and address performance issues as needed.

-Participate in meetings with company and client leadership to report on service desk performance and improvement opportunities.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

-2+ years of experience in a management, team lead, or supervisor role within a service desk or IT support environment.

-Proven leadership skills with the ability to coach, mentor, and motivate a team.

-Strong organizational and communication skills.

-Experience with quality assurance, ticket review, and process improvement.

-Ability to work independently and make sound decisions under pressure.

-Experience collaborating with multiple stakeholders and cross-functional teams.

-Customer-oriented mindset with a focus on delivering excellent service.

-8am-5pm CST schedule -Experience supporting enterprise clients or high-volume -service desks.

-Familiarity with ITIL processes and major incident management.

-Experience with call monitoring and performance analytics.