IT Service Desk Lead

Core-Mark; Westlake (TX); On-site; USD 85,000 - 105,000; Full time

Benefits offered by this job

Day 1 Health & Wellness Benefits

Employee Stock Purchase Plan

401K Employer Matching

Education Assistance

Paid Time Off

Job summary

Performance Food Group is seeking a Lead, IT Service Desk to oversee daily service desk operations and ensure timely, effective technical support for a nationwide user base. You will monitor SLAs, coordinate escalations, and coach service desk staff to deliver consistent customer experiences.

The role requires 3–5 years in IT support, strong ITIL experience, and proven leadership with excellent communication skills.

Qualifications

• Associate's Degree or technical diploma required.
• 3–5 years IT service desk experience.
• Strong ITIL knowledge (Incident, Request, Problem).
• Experience with service desk KPIs and metrics.
• Proven leadership and coaching ability.
• Excellent verbal and written communication skills.

Responsibilities

• Lead day-to-day service desk operations for the assigned team.
• Monitor queues, call volumes, SLAs, and team performance.
• Serve as escalation point for major incidents.
• Coach and mentor Service Desk Analysts.
• Ensure adherence to processes and service standards.
• Collaborate with other IT teams during outages.
• Develop knowledge base and documentation.
• Perform duties to support the company as needed.

Skills

IT service desk

ITIL practices

Team leadership

Communication

KPIs

Education

Associate's Degree or technical diploma

Bachelor's degree or equivalent/experience

CompTIA Network+ Certification

MCDST Certification

Job description

Company Description

Performance Food Group is a customer-centric foodservice distribution leader headquartered in Richmond, Va. Grounded by roots that date back to a grocery peddler in 1885, PFG has a nationwide network of approximately 150 distribution centers, 35,000-plus talented associates, and thousands of valued suppliers across the country. With the goal of helping customers thrive, PFG markets and delivers quality food and related products to independent and chain restaurants, schools, business and industry locations, convenience operations, healthcare facilities, vending distributors, office coffee service distributors, big box retailers, and theaters across the U.S.

Job Description

We Deliver the Goods

• Competitive pay and benefits, including Day 1 Health & Wellness Benefits, Employee Stock Purchase Plan, 401K Employer Matching, Education Assistance, Paid Time Off, and much more


• Growth opportunities performing essential work to support America's food distribution system


• Safe and inclusive working environment, including culture of rewards, recognition, and respect

Position Purpose

The Lead, IT Service Desk oversees daily service desk operations to ensure timely, effective technical support and consistent customer experience. This role monitors service levels, coordinates escalations, supports incident response, and provides day-to-day guidance, coaching, and support to Service Desk associates. Functions as a team member within the department and organization, as required, and performs any duty assigned to best serve the company.

Primary Responsibilities

• Lead day-to-day service desk operations across assigned team


• Monitor ticket queues, call volumes, SLAs, and team performance


• Serve as escalation point for major incidents and high-priority issues


• Coach, mentor, and develop Service Desk Analysts


• Ensure adherence to processes, documentation, and service standards


• Drive consistent customer experience and professionalis


• Coordinate with other IT teams during outages and major incidents


• Analyze performance metrics and identify improvement opportunities


• Support workforce planning (scheduling, coverage, onboarding


• Promote knowledge management and continuous improvement culture


• Resolve hardware, software, and system issues, as needed


• Develop and maintain knowledge base articles and documentation


• Performs other duties as assigned


• Complies with all policies and standards

Benefits

Click Here for Benefits Information

Qualifications

• Associate's Degree/2-Year Technical


• 3 - 5 years IT support experience in Service Desk/IT Support


• Strong understanding of ITIL processes (Incident, Request, Problem)


• Experience with service desk KPIs


• Proven ability to lead and coach teams


• Outstanding verbal and written communication skills

Preferred qualifications

• Bachelor's Degree or equivalent/experience


• CompTIA Network+ Certification


• MCDST - Microsoft Certified Desktop Support Technician

EEO Statement

Performance Food Group and/or its subsidiaries (individually or collectively, the \"Company\") provides equal employment opportunity (EEO) to all applicants and employees, regardless of race, color, national origin, sex, marital status, pregnancy, sexual orientation, gender identity, religion, age, disability, genetic information, veteran status, and any other characteristic protected by applicable local, state and federal laws and regulations. Please click on the following links to review: (1) our EEO Policy; (2) the \"EEO is the Law\" poster and supplement; and (3) the Pay Transparency Policy Statement.