IT Service Desk Lead

PIPESTONE; Brandon (SD); On-site; USD 65,000 - 80,000; Full time

Benefits offered by this job

Paid Single Health Insurance (Family 4

Dental, Vision, Life & Disability

PTO + Paid Holidays

Retirement Plan

Job summary

PIPESTONE in Pipestone, MN or Brandon, SD is seeking an IT Service Desk Lead to oversee daily help desk operations, mentor staff, and resolve Tier 2/3 issues. You will drive service quality and user satisfaction while partnering with IT teams.

Ideally you have 3+ years of IT support, leadership experience, and strong Microsoft 365/AD skills. The role offers a competitive salary and comprehensive benefits including health, dental, vision, and retirement plans.

Qualifications

• 3+ years of IT support experience including Tier 2 and Tier 3 troubleshooting.
• Leadership, supervisory, or team management experience in IT support.
• Strong customer service mindset and problem-solving skills.
• Experience with ticketing/IT service management platforms.
• Proficiency supporting Windows, Microsoft 365, AD/Entra ID, Teams, Outlook.

Responsibilities

• Lead, coach, and develop Help Desk team members.
• Manage ticket queues, workload distribution, and service quality.
• Escalation point for complex Tier 2/3 issues.
• Troubleshoot hardware, software, networking, and Microsoft environments.
• Collaborate with infrastructure, security, and applications teams.
• Improve IT support processes, documentation, and knowledge base.
• Monitor service metrics to boost efficiency and satisfaction.
• Deliver outstanding support to employees.

Skills

IT support experience

Leadership

Customer service

ITSM platforms

Microsoft 365/AD/Entra

Tools

Ticketing systems

Microsoft 365 admin tools

Job description

IT Service Desk Lead
Location: Pipestone, MN or Brandon, SD
Salary: $65,000-$80,000 (Based on Experience)

Are you an experienced IT professional who enjoys solving complex technical challenges while leading and mentoring a team? PIPESTONE is looking for an IT Service Desk Lead to oversee daily help desk operations, support escalated technical issues, and help drive exceptional service for our internal customers.

What You'll Do

• Lead, coach, and develop Help Desk team members
• Manage ticket queues, workload distribution, and service quality
• Serve as the escalation point for complex Tier 2 and Tier 3 technical issues
• Troubleshoot hardware, software, networking, Microsoft 365, Active Directory/Entra ID, Teams, Outlook, and more
• Collaborate with infrastructure, security, and application teams to resolve challenging issues
• Improve IT support processes, documentation, and knowledge base resources
• Monitor service metrics and identify opportunities to enhance efficiency and customer satisfaction
• Deliver outstanding support and communication to employees across the organization

What We're Looking For

• 3+ years of IT support experience, including Tier 2 and Tier 3 troubleshooting
• Previous leadership, supervisory, or team management experience within IT support
• Strong customer service mindset and problem-solving skills
• Experience with ticketing/IT service management platforms
• Proficiency supporting Microsoft environments, including Windows, Microsoft 365, Active Directory/Entra ID, Teams, and Outlook

Preferred Qualifications

• Experience leading a Help Desk, Service Desk, or Desktop Support team
• Knowledge of endpoint management, device imaging, software deployment, and user provisioning

Benefits

• Paid Single Health Insurance (Family Plans Available)
• Dental, Vision, Life & Disability Insurance
• PTO + Paid Holidays
• Retirement Plan

Join a company that values innovation, teamwork, and delivering exceptional technology support. If you're ready to lead by example and make a meaningful impact, we'd love to hear from you!

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