IT Service Desk Lead

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

Benefits offered by this job

Health Insurance

Dental, Vision, Life & Disability

PTO + Holidays

Retirement Plan

Job summary

PIPESTONE is seeking an IT Service Desk Lead to oversee daily help desk operations, mentor a team, and escalate complex issues. Location: Pipestone, MN or Brandon, SD, with a salary range $65,000-$80,000 based on experience.

You will manage ticket queues, improve support processes, collaborate with infrastructure and security teams, and drive customer satisfaction through strong communication and leadership.

Qualifications

• 3+ years of IT support, including Tier 2 and Tier 3 troubleshooting.
• Experience leading a Help Desk or IT support team.
• Proficient with Windows, Microsoft 365, Active Directory/Entra ID, Teams, Outlook.
• 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 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.

Skills

IT support

Tier 2/3 support

Leadership

Customer service

ITSM platforms

Microsoft 365

Active Directory/Entra ID

Windows

Teams

Outlook

Tools

Ticketing platforms

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

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