IT Service Desk Lead

Balchem Corporation is seeking an IT Service Desk Team Lead to guide the day-to-day operation of the Service Desk for its onsite IT environment in Montvale, NJ. In this role, you will lead technical support and request handling, mentor Service Desk Technicians, and partner with IT leadership to refine processes and improve employee experience.

What you’ll do

• Oversee daily Service Desk operations, including monitoring ticket and project queues, managing SLAs, driving request resolutions, and handling escalations and other operational tasks.
• Coach and train Service Desk Technicians with day-to-day guidance, including request reviews, KPI discussions, and professional development support.
• Improve Service Desk workflows by identifying opportunities to optimize processes, monitoring and reporting Service Desk metrics, and escalating requests when needed.
• Provide end-user technical support by troubleshooting and answering questions related to company-supported applications, hardware, software, and IT services using ticketing systems, phone support, in-person support, and remote assistance.
• Diagnose, resolve, and document technical issues by finding root causes, researching solutions, implementing fixes, and maintaining knowledge documentation for future reference.
• Deploy, configure, and maintain end-user technology, including desktop and laptop computers, printers, software installations, hardware upgrades, and system updates.
• Support IT infrastructure and operational initiatives by assisting with system implementations, network changes, and systems integration projects, and collaborating with vendors to resolve issues and improve services.
• Follow IT service management best practices, including adhering to Help Desk procedures, accurately tracking support requests, documenting recurring issues, and understanding technology environment interdependencies.
• Follow safety policies and procedures, including using PPE and safeguarding equipment.
• Perform other duties as assigned.

What you bring

• 5+ years of IT experience, including leadership experience.
• AS degree or Professional IT Certification(s).
• Knowledge of computing and networking hardware and peripheral equipment.
• Ability to learn, install, configure, and maintain computer hardware and software.
• Strong experience with ticketing systems, such as ZenDesk.
• Strong communication and problem-solving skills.
• Ability to work in a lean, fast-paced environment.
• Ability to work independently and collaboratively as business needs dictate.
• Schedule needs may include weekend or late evening work based on system support requirements.

Technologies

• ZenDesk
• ZenDesk & Microsoft Planner
• Microsoft Planner
• Microsoft 365

Preferred qualifications

• Certifications such as CompTIA A+, ITIL Foundation v4, and Microsoft Certification(s).
• Experience with ZenDesk & Microsoft Planner.
• Experience with the Microsoft 365 ecosystem.
• Experience in a customer service role such as a Service Desk Technician.
• Experience supervising employees.

Physical requirements

• Ability to lift and transport equipment up to 50 lbs.
• Comfort working on ladders, in ceilings, and in various room setups.
• Occasional travel may be required (percentage depends on business needs).

Location: Montvale, NJ (onsite)
Compensation: USD 90,000 - 115,000 per year
Minimum experience: 5 years
Education: AS degree