IT Service Desk Lead

Performance Food Group; Westlake (TX); On-site; USD 30,000 - 41,000; 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 in Texas is seeking a Lead IT Service Desk to oversee daily operations, ensure timely support, and drive a consistent customer experience.

The role requires coordinating escalations, mentoring Service Desk Analysts, and maintaining knowledge of ITSM best practices, SLAs, and performance metrics to improve service quality.

Joining this team means leading a dynamic group, aligning with IT leadership, and contributing to the reliability of critical business services.

Qualifications

• Associate's Degree/2-Year technical degree or equivalent required.
• 3–5 years IT support experience in Service Desk/IT Support required.
• Strong understanding of ITIL processes (Incident, Request, Problem).
• Experience with service desk KPIs and performance metrics.

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 professionalism.
• 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.

Skills

IT service desk

ITIL knowledge

Team leadership

Communication skills

Education

Associate's Degree/2-Year Technical

Job description

• 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

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

Required 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

Compensation

$23 - $29/hr