Help Desk Team Lead - 24/7 IT Operations & ServiceNow

Stafford Gray; Detroit (MI); On-site; USD 80,000 - 100,000; Full time

Job summary

A prominent IT services firm in Detroit is seeking a Team Lead / Support Lead to oversee the daily operations of an onsite IT Managed Services Help Desk. You will lead frontline help desk staff and ensure quality service delivery in a 24x7xm environment. The ideal candidate has 7-10 years of IT support experience, including leadership roles, and is adept at managing escalations, training, and continuous improvement initiatives. This is an excellent opportunity to drive operational excellence and enhance service quality.

Qualifications

• 7–10 years of experience in IT support or Service Desk operations.
• Proven leadership experience in Help Desk or technical support teams.
• Experience supporting 24x7x365 operational environments.

Responsibilities

• Lead and supervise onsite Help Desk and system operations staff.
• Oversee daily Help Desk operations and incident escalations.
• Manage service performance metrics and continuous improvement initiatives.

Skills

IT support leadership

Customer service

Escalation management

Communication

Tools

ServiceNow

Microsoft Office 365

Windows operating systems

Job description

A prominent IT services firm in Detroit is seeking a Team Lead / Support Lead to oversee the daily operations of an onsite IT Managed Services Help Desk. You will lead frontline help desk staff and ensure quality service delivery in a 24x7xm environment. The ideal candidate has 7-10 years of IT support experience, including leadership roles, and is adept at managing escalations, training, and continuous improvement initiatives. This is an excellent opportunity to drive operational excellence and enhance service quality.