IT Service Desk Lead

Who you are

• 3+ years of progressive experience in IT support or service desk operations, with experience in a lead or advanced support role
• Demonstrated experience implementing and adhering to IT support processes and policies
• Proficiency managing ticket queues and meeting SLAs
• Proficiency with Windows, macOS, and Linux operating systems
• Strong troubleshooting skills across desktops, laptops, peripherals, and basic networking
• Excellent verbal and written communication and customer service skills
• Highly organized and detail-oriented, with the ability to manage multiple priorities effectively
• Ability to travel up to 10% of the time, including potential international travel
• Ability to lift up to 50 pounds
• Ability to obtain and maintain a US Secret Clearance

What the job involves

• We are seeking a Lead, IT Service Desk West Coast to oversee and optimize IT service desk operations across our West Coast regional sites
• This role focuses on ensuring consistent service delivery, managing support escalations, and maintaining operational readiness across regional sites
• Develop and maintain standardized IT service desk processes, policies, and runbooks for all assigned regional sites to ensure efficiency and consistency
• Serve as a primary technical resource for the West Coast service desk, providing advanced troubleshooting and expert support for complex issues, and coaching regional teams on best practices
• Plan, manage, and execute IT service desk readiness for new regional offices and expansions, including onsite support coverage, endpoint configuration, and new-hire onboarding readiness
• Ensure adherence to company IT policies and service level agreements (SLAs) across all service desk tickets
• Provide advanced troubleshooting and direct end-user support for escalated technical problems spanning hardware, endpoint software, identity, and access
• Contribute to and maintain comprehensive IT documentation, including knowledge base articles and operational procedures
• Identify and drive opportunities for process, automation, and quality improvements within service desk operations to enhance efficiency and reliability
• Manage and triage ticket queues for designated regional offices, ensuring timely and effective resolution, and report on queue health and trends
• Partner with peer regional leads to maintain consistent handoffs and coverage across time zones
• Assist with communication and coordination with hardware and software vendors as needed

Benefits

• Full Family Health Coverage
• 16 Weeks Paid Parental Leave for All Caregivers
• Family Planning & Support
• Incentivized Time Off
• Mental Health Resources
• Financial Planning
• Unlimited Provisions
• Professional Development