IT Service Desk Lead

Performance Food Group (New); Westlake (TX); On-site; USD 70,000 - 100,000; Full time

Job summary

Performance Food Group in the United States is seeking a Lead, IT Service Desk to oversee daily service desk operations, monitor SLAs, coordinate escalations, and mentor analysts to ensure a consistent customer experience.

The role requires an Associate's Degree, 3–5 years of IT support experience, ITIL knowledge, and strong communication; a Bachelor's degree is preferred. This on-site position offers competitive pay, benefits, and growth opportunities.

Qualifications

• Associate's Degree/2-year technical degree required.
• 3–5 years IT support experience in a Service Desk environment.
• Strong understanding of ITIL processes including incident, request, and problem management.
• Experience with IT service metrics, ticketing KPIs, and service level agreements.
• Proven ability to lead and coach teams with strong communication skills.

Responsibilities

• Lead day-to-day service desk operations and monitor SLAs.
• Coordinate escalations for major incidents and high-priority issues.
• Mentor Service Desk Analysts and promote knowledge sharing.
• Ensure adherence to processes, documentation, and service standards.
• Support workforce planning and capacity decisions.
• Develop and maintain knowledge base articles and documentation.
• Collaborate with other IT teams during outages.
• Contribute to process improvements and customer experience.
• Perform other duties as assigned.

Skills

ITIL processes

Team leadership

Incident management

Customer service

Metrics & reporting

Education

Associate's Degree/2-Year Technical

Bachelor's Degree or equivalent/experience

Tools

CompTIA Network+

MCDST

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.