IT Help Desk Lead - ServiceNow & ITIL Expert

Members 1st Partnership; Enola (PA); On-site; USD 68,000 - 83,000; Full time

Benefits offered by this job

Healthcare benefits

Professional advancement

Work-life balance

Job summary

Members 1st Partnership is seeking an IT Support Services Supervisor to lead the Help Desk, ensuring timely, high-quality internal support. You will manage the team, monitor ServiceNow ITSM queues, and drive service excellence across infrastructure, applications, and security teams.

You will implement ITIL-based practices, develop knowledge bases, and report on KPIs to improve end-user satisfaction. A strong focus on leadership, coaching, and customer-focused service is essential.

Qualifications

• 5-8 years of related IT support experience.
• 1-3 years of leadership/management experience.
• Strong communication and cross-functional collaboration skills.

Responsibilities

• Supervise and coordinate daily IT Help Desk operations and ticket triage.
• Coach and schedule Help Desk staff to ensure coverage.
• Monitor ITSM queues to meet SLAs and ensure service quality.
• Maintain ITIL-based practices and drive continual process improvements.
• Act as escalation point for complex issues with cross-functional teams.
• Report on KPIs, ticket volume trends, and customer satisfaction.

Skills

ITSM ServiceNow

ITIL best practices

Leadership/mentoring

Interpersonal communication

End-user service quality

Genesys Cloud/Genesys Engage

Endpoint support (Windows/macOS/Office

Education

Bachelor's degree or equivalent

Tools

ServiceNow ITSM

Genesys Cloud/Genesys Engage

Job description

Members 1st Partnership is seeking an IT Support Services Supervisor to lead the Help Desk, ensuring timely, high-quality internal support. You will manage the team, monitor ServiceNow ITSM queues, and drive service excellence across infrastructure, applications, and security teams.

You will implement ITIL-based practices, develop knowledge bases, and report on KPIs to improve end-user satisfaction. A strong focus on leadership, coaching, and customer-focused service is essential.