IT Service Desk Lead — Drive Resolution & Team Excellence

Optiv; Overland Park (KS); On-site; USD 70,000 - 100,000; Full time

Job summary

Optiv in the Kansas City metro area is seeking an IT Service Desk Team Lead to oversee daily desk operations and ensure timely incident resolution within SLAs. You will manage ticket queues, guide staff, and collaborate with IT teams to resolve complex issues while maintaining a robust knowledge base.

You will also contribute to reporting on metrics, onboarding new staff, and driving process improvements to boost efficiency and customer satisfaction.

Qualifications

• High school diploma or GED; AA/related field or two years of related experience.
• Minimum 2 years of general Help Desk experience in an enterprise environment.
• Experience supporting Windows and macOS desktop operating systems.
• Experience supporting Microsoft Office.
• Knowledge of IT software licensing.
• Experience with ServiceNow ticketing system.
• Knowledge of Active Directory preferred.
• Previous supervisory experience preferred.
• Willingness to on-call after hours and weekends.
• Strong written and verbal communication with clear documentation.

Responsibilities

• Monitor and manage the ticket queue to ensure timely response and resolution within SLAs.
• Prioritize tickets based on urgency and complexity.
• Work with IT teams to resolve complex issues.
• Maintain and update knowledge base articles with accurate documentation.
• Identify gaps in documentation and create new articles.
• Provide regular reports on ticket volume and resolution times.
• Assist with onboarding and training new Service Desk team members.
• Lead by example with professional and personable end-user interactions.
• Participate in IT projects representing the Service Desk.

Skills

Help Desk Experience

Windows & MacOS

Microsoft Office

Active Directory

ServiceNow

On-call support

Documentation

Communication

Project planning

Supervisory experience

Education

High school diploma/GED

AA or related technical degree

Related experience considered

Tools

ServiceNow

Job description

Optiv in the Kansas City metro area is seeking an IT Service Desk Team Lead to oversee daily desk operations and ensure timely incident resolution within SLAs. You will manage ticket queues, guide staff, and collaborate with IT teams to resolve complex issues while maintaining a robust knowledge base.

You will also contribute to reporting on metrics, onboarding new staff, and driving process improvements to boost efficiency and customer satisfaction.