Service Desk Lead

Service Desk Lead Support Jobs

7 jobs found

1d ago

IT Help Desk & Service Delivery Supervisor

BELLWETHER COMMUNITY CREDIT UNION Manchester, NH

Manchester, NH

1d ago

Full time Manager Data Integration Freshservice

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Job Description

BELLWETHER COMMUNITY CREDIT UNION provides a people-first culture and a mission-driven environment where always learning is supported and outcomes are owned. In this onsite Manchester, NH role, you will help deliver consistent, efficient IT support for both employees and members by partnering closely with the IT Manager to keep service delivery measurable and reliable.

Responsibilities

Partner with the IT Manager to prioritize and resolve Help Desk tickets, service requests, and incidents using ITSM best practices.
Oversee day-to-day Help Desk operations, including triage, escalation, coverage, and ticket grooming.
Respond to employee questions and issues involving IT systems, applications, hardware, and software.
Address emergencies and system failures and participate in the IT on-call rotation.
Act as the business and technical owner of the Credit Union’s IT ticketing/ITSM system, including configuration of workflows, queues, categories, and related components.
Continuously improve ticketing processes and service delivery workflows.
Create and distribute reports on ticket volume, SLA compliance, aging, trends, and other key service metrics.
Deploy, configure, troubleshoot, and upgrade desktops, endpoints, operating systems, and software.
Provide direct technical support to employees, diagnosing and resolving hardware and software issues while maintaining a positive employee experience.
Maintain accurate, audit-ready IT asset inventory across the entire asset lifecycle, including deployment, tracking, reporting, and disposal.
Create and maintain procedures and documentation for Help Desk, ticketing, and asset management processes.
Serve as a resource to other IT team members by sharing knowledge, documentation, and guidance.
Identify opportunities for improvement and make recommendations to management.
Manage position-related projects and contribute to other IT initiatives as assigned.
Support the Credit Union’s mission by providing excellent service to both members and employees.
Understand and comply with applicable BSA/AML requirements.

Requirements

High school diploma plus post-secondary coursework in Information Technology, or at least two years of related experience in IT service delivery, Help Desk supervision, or desktop support.
Working knowledge of ITSM best practices, such as ITIL.
Hands-on experience with endpoint deployment, configuration, troubleshooting, and upgrades.
Experience administering an IT ticketing/ITSM platform, including configuration and reporting.
Value in experience with ServiceNow, Freshservice, or Jira Service Management.
Experience with IT asset management and inventory reporting.
Proficiency with Microsoft Office applications.
Ability to manage multiple priorities and projects independently.
Valid driver’s license and ability to travel to off-site locations as needed.

Tech Stack

ITSM, ITIL
ServiceNow, Freshservice, Jira Service Management
Microsoft Office

Preferred

ITIL Foundation certification

Credit Union Values

People First
Local Focus
Always Learning
Driven with Purpose
Own Our Outcomes

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21d ago

IT Service Desk Lead

GTS Technology Solutions Dallas, TX

Dallas, TX

21d ago

$57k - $57k/yr Full time Manager Help Desk Support Incident Management

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Job Description

The IT Service Desk Lead supports daily service desk operations in Dallas, TX and serves as the escalation point for complex tickets and incidents.

Responsibilities

Partner with IT leadership to raise service quality and improve operational efficiency
Resolve complex service desk tickets and technical issues as the primary escalation contact
Provide steady, professional support during high-priority incidents and support user de-escalation
Coach and assist service desk analysts to improve performance, consistency, and support outcomes
Monitor SLA compliance and help ensure tickets are resolved within required timeframes
Support reporting efforts covering ticket trends, performance metrics, and service delivery KPIs
Help identify recurring issues and contribute to process improvement initiatives
Ask strong diagnostic questions to clarify user-reported symptoms and improve triage accuracy
Support documentation and knowledge article creation using structured knowledge practices
Participate in a monthly on-call rotation for after-hours escalations

Requirements

3+ years of experience in IT Service Desk or Technical Support
Experience in a lead or senior analyst role, including mentoring or coaching responsibility
Strong written and verbal communication skills with an emphasis on customer experience
Experience managing escalations and de-escalating frustrated users professionally
Working knowledge of IT service management processes and ticketing systems
Experience tracking SLAs and applying incident management practices
Problem-solving mindset and ability to stay resourceful under pressure
Basic Excel skills for reporting (filtering and pivot tables preferred)
Exposure to Power BI or reporting dashboards is preferred
High school diploma or equivalent required
CompTIA A+ certification preferred
Understanding of IT Service Management (ITSM) or ITIL-based frameworks preferred
Familiarity with structured knowledge management practices such as Knowledge-Centered Service (KCS)
Understanding of IT service frameworks such as ITIL (Information Technology Infrastructure Library)
Must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check

Technologies

Excel
Power BI
IT Service Management (ITSM)
ITIL
Knowledge-Centered Service (KCS)
CompTIA A+
CJIS

Benefits

401(k)
Dental insurance
Employee assistance program
Flexible spending account
Health insurance
Health savings account
Life insurance
Paid time off
Parental leave
Professional development assistance
Retirement plan
Tuition reimbursement
Vision insurance

Location and Pay

Work location: In person
Dallas, TX
Salary: $57,000.00 per year

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30d ago

IT Service Desk Lead

Bloom Healthcare Lakewood, CO

Lakewood, CO

30d ago Closed

$75k - $100k/yr Full time Computer Skills End User Support Help Desk Support

This position is no longer accepting applications (closed Sep 18, 2026).

Job Description

Bloom Healthcare is seeking an experienced IT Service Desk Lead to oversee day-to-day service desk operations and deliver practical end-user support for hardware, software, and access-related issues. This onsite role in Lakewood, CO supports employees across a range of devices and systems, while coordinating with vendors to keep services stable and secure.

Role overview

In this full-time, exempt position reporting to the SVP of Technology, you will serve as a lead point of contact for IT service desk tickets, ensuring timely triage, resolution, escalation, and follow-through. The work also includes Microsoft 365 administration, identity and access management, device lifecycle and inventory support, IT security hygiene ownership, and project coordination for small to mid-sized initiatives.

Responsibilities

Lead IT service desk ticket handling, including timely triage, resolution, escalation, and follow-through.
Support end users with hardware, software, access, connectivity, and productivity tool issues in a responsive and professional manner.
Troubleshoot and support laptops, desktops, iPhones, iPads, printers, peripherals, browsers, operating systems, and general office technology.
Administer Microsoft 365 tenant functions, including users, groups, licenses, shared mailboxes, Teams, SharePoint, OneDrive, Exchange Online, and related tenant settings.
Manage identity and access management activities such as onboarding, offboarding, MFA, password resets, account lockouts, role-based access, and user provisioning or deprovisioning.
Coordinate with managed services providers and technology vendors to escalate issues, validate work performed, and confirm Bloom’s needs are met.
Maintain regular communication with telecom, mobile carriers, internet providers, device vendors, and software vendors to resolve support issues and coordinate service changes.
Support Webex calling and mobile device services in partnership with Bloom’s telecom vendor.
Own device inventory management, including device assignment, lifecycle tracking, returns, replacements, repairs, and refresh planning.
Coordinate laptop and mobile device setup for new hires, role changes, and offboarding.
Collaborate on Microsoft Intune work such as device compliance, endpoint management, and security-related device policies.
Take ownership of IT security hygiene, including MFA enforcement, access reviews, device standards, secure sharing practices, and timely escalation of security concerns.
Identify recurring support issues and recommend process, documentation, training, or system improvements.
Create and improve IT documentation such as standard operating procedures, knowledge base articles, escalation guides, and support workflows.
Help mature service desk processes, including ticket prioritization, SLA expectations, escalation paths, and user communication standards.
Mentor IT support specialists and act as an escalation point to improve troubleshooting quality, customer service, and consistency.
Project manage small to mid-sized IT initiatives, including rollouts, vendor transitions, device deployments, system changes, and process improvements.
Track project tasks, owners, timelines, risks, dependencies, and follow-ups to completion.
Partner with Technology leadership to evaluate support trends, operational gaps, vendor performance, and opportunities to improve service delivery.
Balance urgency, user experience, security, and operational impact when supporting and escalating issues.
Maintain professionalism, discretion, and HIPAA-aware practices when supporting users and handling systems or information.

Requirements

5+ years of experience in IT support, service desk operations, systems administration, or a similar technical support role.
Prior experience serving as a senior helpdesk technician, service desk lead, IT support lead, systems administrator, or escalation support resource.
Strong working knowledge of Microsoft 365 administration, including Exchange Online, Teams, SharePoint, OneDrive, users, groups, licenses, and tenant-level settings.
Experience supporting Windows laptops, mobile devices, printers, scanners, peripherals, browsers, and general office technology.
Experience with iPhone and iPad support, mobile device setup, mobile carrier coordination, and device lifecycle management.
Experience working with external vendors, managed services providers, telecom providers, internet providers, and device or service partners.
Strong troubleshooting skills, including the ability to diagnose issues, ask good questions, test assumptions, and solve problems without relying only on scripts.
Ability to manage multiple priorities, follow through on open items, and communicate clearly with technical and non-technical audiences.
Experience with ticketing systems and service management workflows.
Experience coordinating or project managing IT initiatives, system changes, vendor work, or technology rollouts.
Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field preferred (or equivalent combination of training, certifications, and hands-on IT experience considered).

Technologies

Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive
Microsoft Intune, Webex, MFA
Identity and access management, HIPAA
Intune, Entra ID, Microsoft Defender, Purview, Conditional Access
Endpoint management
Jira Service Management, ServiceNow, ConnectWise
Windows, iPhone, iPad

Location and status

Lakewood, CO (onsite), Monday through Friday
Full-time, Exempt
Salary range: USD 75,000 - 100,000 per year

Preferred qualifications

Experience with Microsoft Intune, Entra ID, Defender, Purview, Conditional Access, and endpoint management.
Experience in healthcare or another regulated environment such as home-based care, hospice, or primary care.
Familiarity with HIPAA, privacy, security, and compliance expectations in a healthcare setting.
Experience supporting distributed or hybrid teams across multiple locations.
Familiarity with Jira Service Management, ServiceNow, ConnectWise, or similar ITSM platforms.
Relevant certifications such as Microsoft 365 Certified: Fundamentals, Microsoft 365 Administrator, CompTIA A+, Network+, Security+, or ITIL Foundation.

What success looks like

Service desk tickets are triaged, resolved, and escalated in a timely and consistent way.
Employees receive reliable, empathetic, and professional IT support.
Microsoft 365 administration is completed with accuracy, security awareness, and appropriate documentation.
Device inventory, onboarding, offboarding, and hardware support processes are organized and dependable.
Vendors are managed proactively with clear communication, follow-up, and accountability.
Recurring issues are addressed through documentation, training, process improvements, or system changes.
IT projects progress with clear ownership, timelines, and communication.
The internal IT support function becomes more mature, consistent, and scalable.

Other

Bloom Healthcare only contacts candidates through official channels using the @bloomhealthcare.com domain. Bloom has reported a fraudulent Gmail account impersonating its recruiting team to Google.

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1mo ago

IT Service Desk Representative III

Net Health Pittsburgh, PA 🇺🇸 Remote

Pittsburgh, PA

1mo ago Closed

$25 - $31/hr Full time Senior Active Directory Azure Ad / Entra Id

This position is no longer accepting applications (closed Sep 14, 2026).

Job Description

Net Health is seeking a Level III IT Service Desk Representative to operate as a senior escalation point and drive end-to-end resolution for complex, high-visibility technology issues. This fully remote role supports a distributed workforce and includes ownership across endpoint management, identity and access, Microsoft 365 administration, device patching, and enablement for an enterprise AI environment.

Role overview

Serve as the senior escalation point for the Service Desk, resolving complex, ambiguous, and high-visibility incidents that other representatives cannot close.
Lead end-to-end troubleshooting for hardware, operating system, application, network, and access issues for remote users, including direct support of senior leadership.
Focus on determining root cause and implementing permanent fixes through automation, policy, configuration, and documentation.
Partner with Platform Engineering, Security, and application teams when issues cross team boundaries, including accurate technical detail and impact assessment.
Maintain accurate, well-documented ticket records to support trend analysis, audit evidence, and clean handoffs.

Key responsibilities

Administer Microsoft Intune, including configuration profiles, compliance policies, application packaging and deployment, and Windows Autopilot provisioning.
Administer macOS devices through Intune, covering enrollment, configuration profiles, compliance policies, and troubleshooting to maintain parity with Windows.
Administer the endpoint patching program, including update rings, deployment schedules, exception handling, and remediation for failed devices.
Track and remediate endpoint vulnerabilities in coordination with Security, and report patch compliance against defined targets.
Manage endpoint security tooling (antivirus, EDR, disk encryption, device health attestation) and validate devices meet policy requirements before users reach them.
Coordinate endpoint hardware lifecycle and asset management, including procurement, imaging, deployment, refresh planning, inventory, and secure decommissioning.
Administer Microsoft 365 across Exchange Online, Teams, SharePoint, and OneDrive, including mail flow, retention, external sharing controls, and service health monitoring.
Execute onboarding and offboarding tasks by creating and deactivating user accounts, ensuring access is provisioned correctly on day one and fully revoked on departure day.
Monitor license consumption across platforms and identify right-sizing opportunities that reduce spend without disrupting users.
Administer the enterprise AI platform, including user provisioning and seat allocations.
Provide first-line enablement for employees adopting AI tooling, including onboarding sessions, documentation, and day-to-day guidance.
Support Service Desk Representatives I and II by sharing knowledge, modeling troubleshooting methods, and improving the quality of escalations.
Maintain the knowledge base for supported platforms so resolved issues do not repeat from scratch.
Build and maintain scripting and automation, primarily PowerShell and Microsoft Graph, to reduce manual, repetitive work.
Analyze ticket trends and propose measurable improvements to self-service, deflection, and first-contact resolution.
Help evidence HITRUST and SOC 2 controls, including access reviews, change documentation, and audit requests.
Carry out approved changes to production systems under the direction of the Enterprise Technology Manager.

Requirements

High School diploma or GED required; a technical degree or certification (Microsoft 365 Certified: Endpoint Administrator, Identity and Access Administrator, or ITIL) preferred.
Typically 3 to 5 years of related IT support experience with escalation-level responsibility.
Hands-on administration experience with Microsoft Intune, including policy authoring, application deployment, and Autopilot provisioning.
Hands-on administration experience with Microsoft 365 and Microsoft Entra ID (identity lifecycle, group and license management, MFA).
Demonstrated experience supporting a patching or endpoint compliance program.
Scripting and automation ability using PowerShell and Microsoft Graph, with a bias toward eliminating repetitive work.
Expert-level Windows troubleshooting and hands-on macOS administration in an MDM environment (Intune preferred), plus working MDM knowledge.
Solid networking fundamentals (DNS, DHCP, VPN, Wi-Fi) for a distributed remote workforce.
Clear written and verbal communication and the ability to work directly with senior leadership.
Sound independent judgment regarding risk, urgency, and when to escalate.
Experience supporting a regulated or healthcare environment, with familiarity with HITRUST, SOC 2, or HIPAA control expectations strongly preferred.
Experience administering enterprise AI or other emerging technology platforms is a plus.

Technologies

Microsoft Intune, Windows Autopilot, macOS
Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)
PowerShell, Microsoft Graph
Microsoft Entra ID (Azure AD), conditional access, MFA
HITRUST, SOC 2, HIPAA
Antivirus, EDR, disk encryption, device health attestation
Windows 11, Windows, MDM
DNS, DHCP, VPN, Wi-Fi
Enterprise AI platform, SSO-integrated SaaS applications
Enterprise service management and ticketing platforms

Location and salary

Location: Pittsburgh, PA (remote)
Salary range: USD $25.00 to $31.25 per hour

Benefits

Work-from-anywhere environment
Unlimited PTO
ComprehensiveBenefitsPackage
EmployeeResourceGroups
CasualDressCode
PrioritizedEmployeeWellness
DiversityAndInclusion
Avoice
NewHireSupport
CareerDevelopment
EducationalAssistance
EmployeeReferralBonus
ProgressiveParentalLeave

Net Health notes that this job description is not all-inclusive and employees may perform other related duties as requested to meet organizational needs.

AI-assisted candidate screening policy

Net Health maintains a zero-tolerance policy for the use of AI tools to misrepresent a candidate's skills, experience, or qualifications during the hiring process. The company uses advanced screening methods to detect such practices and reserves the right to disqualify and report candidates who violate this policy.

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1mo ago

Help Desk Lead

Booz Allen Hamilton Doral, FL

Doral, FL

1mo ago Closed

$87k - $198k/yr Full time Manager Cloud Help Desk Support

This position is no longer accepting applications (closed Sep 10, 2026).

Job Description

Lead and elevate IT help desk support across cloud-based and on-premises environments while ensuring SLA compliance and team performance.

Provide in-depth support and lead problem solving and implementation efforts for assigned technology products or applications
Apply advanced principles, theories, and concepts; contribute to development of new approaches
Resolve unusually complex problems and deliver highly innovative solutions
Operate with substantial latitude for unreviewed actions and decisions
Mentor and supervise employees across company and technical competencies
Lead and manage a technical help desk team to maintain high-quality IT support services
Implement IT support workflows
Ensure Service Level Agreement (SLA) compliance for cloud-based and on-premises environments

Requirements

5+ years of experience in IT service management
Experience with remote desktop management, enterprise device provisioning, and IT asset tracking
Experience applying ITIL service management principles
Experience with troubleshooting methodologies
Ticketing system administration experience using tools such as JIRA and ServiceNow
Experience managing a help desk team, implementing IT support workflows, and ensuring SLA compliance
Ability to lead and manage a technical help desk team focused on cloud-based and on-premises support quality
TS/SCI clearance
Bachelor’s degree

Technologies

Remote desktop management
Enterprise device provisioning
IT asset tracking
ITIL
JIRA
ServiceNow

Nice if you have

Excellent customer service, team leadership, and incident resolution skills
Master’s degree
ITIL Foundation
Microsoft Certified: Modern Desktop Administrator Associate
CompTIA A+

Clearance

Selected applicants will be subject to a security investigation
Applicants may need to meet eligibility requirements for access to classified information
TS/SCI clearance is required

Benefits

Health, life, disability, financial, and retirement benefits
Paid leave
Professional development
Tuition assistance
Work-life programs
Dependent care
Recognition awards program
Full-time and part-time employees working at least 20 hours per week on a regular basis are eligible to participate in Booz Allen’s benefit programs
Individuals that do not meet the threshold are eligible for select offerings, not inclusive of health benefits

Compensation

Projected compensation range: $86,800.00 to $198,000.00 (annualized USD)
Salary is determined by location and the individual’s combination of education, knowledge, skills, competencies, and experience, plus contract-specific affordability and organizational requirements
This posting will close within 90 days from the posting date

Identity verification and interview policy

During hiring, an identity verification process will be used that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud
You are expected to be on camera during interviews and assessments
Company reserves the right to take your picture to verify identity and prevent fraud
Use of AI or other tools to assist with responses during interviews (in-person or virtual) is prohibited unless permission is explicitly provided

Work model

Onsite: work primarily performed at a Booz Allen office or customer facility where employees collaborate directly with colleagues and customers

Location

Doral, FL (onsite)

Commitment to non-discrimination

All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran, or any other status protected by applicable federal, state, local, or international law

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1mo ago

Lead Help Desk Analyst

Temple University Health System Philadelphia, PA

Philadelphia, PA

1mo ago Closed

Full time End User Support Help Desk Support Incident Management

This position is no longer accepting applications (closed Sep 7, 2026).

Job Description

Temple University Health System is seeking an onsite Lead Help Desk Analyst in Philadelphia, PA to help keep end-users supported and help desk operations running smoothly. In this role, you will guide help desk team members, troubleshoot Tier 1 issues, and ensure incidents and service requests are properly documented, resolved, and followed up using the systems the team relies on.

Responsibilities

Lead help desk team members by providing guidance and collaborating with the business and staff.
Deliver technical support and troubleshooting assistance to end-users.
Identify, diagnose, categorize, and troubleshoot Tier 1 problems, then advise on appropriate next actions.
When needed, redirect problems or service requests to the appropriate personnel for resolution.
Keep management informed about recurring problems that impact support outcomes.
Document, resolve, and follow up on end-user incidents and requests using help desk tracking tools, coordinating with other team members and departments as necessary.
Follow established help desk policies and procedures while using an automated system to support help desk activities, including incident resolution documentation, customer support responsiveness, and service request logging.
Coordinate with help desk staff and assist with scheduling to ensure the help desk remains operational during scheduled hours.

Requirements

2 years lead experience (required).
5 years experience and knowledge of help desk operations, including PC orientation, PC support activities, and a customer support role with extensive application knowledge (required).
5 years experience with Windows operating systems and common PC applications, including but not limited to MS Office Suite (required).
Bachelor's Degree in Computer Science or related field (required), or a combination of relevant education and experience may be considered in lieu of degree.

Tools & Technologies

Help Desk tracking tools
Automated system
Windows operating systems
MS Office Suite

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1mo ago

IT Service Desk Lead

Balchem Corporation Montvale, NJ

Montvale, NJ

1mo ago Closed

$90k - $115k/yr Full time Manager Application Support Cloud Platforms

This position is no longer accepting applications (closed Sep 4, 2026).

Job Description

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

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