Service Desk Lead
Vertin, Wahpeton, ND, United States
We are seeking a Service Desk Team Lead to oversee our Technical Service Consultants within our Managed Services practice. This individual will be responsible for leading daily support operations, managing ticket queues, maintaining SLA compliance, and ensuring exceptional client experience. The ideal candidate combines strong technical support experience with leadership ability and a proactive approach to identifying service and sales opportunities.
Team Leadership
Lead, mentor, and develop Technical Consultants
Conduct regular performance coaching and ticket quality reviews
Facilitate daily stand-ups and team meetings
Support recruiting, onboarding, and training of new team members
Queue & Operations Management
Manage and prioritize service desk ticket queues
Ensure SLA adherence and timely issue resolution
Act as escalation point for service desk team
Monitor KPIs including response times, resolution times, and CSAT
Drive continuous process improvement
Client Experience
Ensure high-quality client communication and professionalism
Address client escalations and service concerns
Identify recurring issues and recommend long-term solutions
Inside Sales & Growth Support
Identify upsell opportunities during support interactions
Support account management team with service expansion initiatives
Contribute to revenue growth through proactive service recommendations
Qualifications
5+ years IT support experience (MSP experience preferred)
Prior team lead and supervisory experience
Strong understanding of ticketing systems and SLA management (preferred)
Excellent communication and client service skills
Comfortable identifying and supporting sales opportunities
Strong organizational and problem-solving skills
Health Care Plan (Medical, Dental & Vision)
Retirement Plan (401k, IRA)
Life Insurance (Basic, Voluntary & AD&D)
Paid Time Off (Vacation, Sick & Public Holidays)
Family Leave (Maternity, Paternity)
Short Term & Long Term Disability
Training & Development
Wellness Resources
#J-18808-Ljbffr
Team Leadership
Lead, mentor, and develop Technical Consultants
Conduct regular performance coaching and ticket quality reviews
Facilitate daily stand-ups and team meetings
Support recruiting, onboarding, and training of new team members
Queue & Operations Management
Manage and prioritize service desk ticket queues
Ensure SLA adherence and timely issue resolution
Act as escalation point for service desk team
Monitor KPIs including response times, resolution times, and CSAT
Drive continuous process improvement
Client Experience
Ensure high-quality client communication and professionalism
Address client escalations and service concerns
Identify recurring issues and recommend long-term solutions
Inside Sales & Growth Support
Identify upsell opportunities during support interactions
Support account management team with service expansion initiatives
Contribute to revenue growth through proactive service recommendations
Qualifications
5+ years IT support experience (MSP experience preferred)
Prior team lead and supervisory experience
Strong understanding of ticketing systems and SLA management (preferred)
Excellent communication and client service skills
Comfortable identifying and supporting sales opportunities
Strong organizational and problem-solving skills
Health Care Plan (Medical, Dental & Vision)
Retirement Plan (401k, IRA)
Life Insurance (Basic, Voluntary & AD&D)
Paid Time Off (Vacation, Sick & Public Holidays)
Family Leave (Maternity, Paternity)
Short Term & Long Term Disability
Training & Development
Wellness Resources
#J-18808-Ljbffr