IT Service Desk Lead — Drive Service Excellence

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

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.