• Service Desk Team Lead

    Robert Half Technology (Schaumburg, IL)


    Description

    We are seeking a confident and proactive Service Desk Team Lead to take ownership of our service desk operations. Reporting to the IT Operations Manager, you will manage a team of three in-house technicians plus outsourced Level 1 support, delivering exceptional end-user support in a 24x7 global enterprise.

     

    This is a leadership role requiring strategic oversight—not a traditional “hands-on-keyboard” help desk position. You will be responsible for driving operational excellence, implementing new technologies, managing budgets, scaling team resources, and optimizing service levels through SLA management and possible outsourcing initiatives. You must bring accountability, strong decision-making, and a continuous improvement mindset to this function.

    Responsibilities:

    + Lead and oversee daily service desk operations, providing clear direction and support

    + Serve as the escalation point for complex technical issues

    + Ensure SLA compliance and high standards for customer satisfaction and ticket resolution

    + Communicate professionally with users and stakeholders, both in person and via email

    + Identify and implement new technologies and process improvements to support ongoing business growth

    + Manage third-party support providers and outsourcing activities, including SLA development

    + Control service desk budgets and related costs

    + Flexibly scale team resources up or down as needed to ensure consistent performance

    + Promote a culture of continual learning and professional development through certifications and ongoing training

    Requirements

    Key Qualifications:

    + Proven experience leading a service desk or similar IT support function

    + Technical proficiency with Intune, Microsoft Teams, O365, and Active Directory

    + Excellent written and verbal communication skills

    + Demonstrated ownership mentality, able to work with minimal direction

    + Strategic thinking, resourcefulness, and the ability to drive change

    + Commitment to continuing education (certifications, degrees, etc.)

    + Experience in a global/multi-location IT support environment preferred

     

    Technology Doesn't Change the World, People Do.®

     

    Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

     

    Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

     

    Our specialized recruiting professionals apply their expertise and utilize our proprietary AI to find you great job matches faster.

     

    All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

     

    • 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) and Privacy Notice (https://www.roberthalf.com/us/en/privacy) .