IT Service Desk Lead

Bethanyswine; Brandon (SD); On-site; USD 48,000 - 80,000; Full time

Benefits offered by this job

Health insurance

Retirement plan

Paid time off

Job summary

PIPESTONE is hiring an IT Service Desk Lead to oversee daily help desk operations, mentor staff, and drive high-quality support for internal users. The role focuses on resolving escalated issues, improving processes, and maintaining excellent customer service across the organization.

The successful candidate will manage ticket queues, collaborate with IT teams, and deliver proactive, reliable support in a dynamic environment. Opportunities for growth and a strong team culture are offered.

Qualifications

• 3+ years IT support experience, including Tier 2 and Tier 3 troubleshooting.
• Prior leadership or supervisory experience within IT support.
• Strong customer service mindset and problem-solving skills.

Responsibilities

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

Skills

IT support experience

Leadership / team management

Customer service mindset

ITSM / ticketing platforms

Microsoft environment proficiency

Job description

IT Service Desk Lead
Location: Pipestone, MN or Brandon, SD

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

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!

#PIPESTONE #NowHiring #ITJobs #ServiceDeskLead #HelpDeskLead #InformationTechnology #TechCareers #MinnesotaJobs #SouthDakotaJobs #LeadershipOpportunity #HiringNow

Pay Range

$65,000-$80,000

Benefits Summary

Benefit Package includes Paid Single Health Insurance, Family Health Coverage Available, Dental/Vision/Life/Disability Insurance, Retirement Plan and Paid Time Off.

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