IT Service Desk Lead - Elevate End-User Support & SLA

Tri City Group; Davenport (IA); On-site; USD 70,000 - 95,000; Full time

Job summary

Tri-City Group in Davenport, IA is seeking an IT Service Desk Lead to oversee daily end-user support and service desk operations, ensuring timely, accurate, and professional technical support across the organization.

The role includes coaching service desk technicians, coordinating scheduling, and participating in hiring and onboarding, while driving process improvements with cross-team collaboration.

Qualifications

• 4+ years in IT service desk or end-user support, with lead/senior/escalation experience.
• Experience with Windows, Microsoft 365, and common business applications.
• SOX-compliant environment experience preferred.
• Degree or hands-on equivalent in IT or related field.

Responsibilities

• Oversee daily service desk operations, ticket queue management, assignment, and escalation.
• Monitor ticket volume, aging, backlog, and reallocate work to meet SLAs.
• Establish, monitor, and report on service level agreements for response and resolution times.
• Provide day-to-day direction, coaching, and technical guidance to staff.
• Coordinate technician scheduling, onboarding, and ongoing training.

Skills

Team leadership

Customer service

Communication

Problem solving

Coaching

Documentation

Organization

Education

Degree in Information Technology or related field

Tools

Windows OS

Microsoft 365

Ticketing systems

Imaging & deployment

Job description

Tri-City Group in Davenport, IA is seeking an IT Service Desk Lead to oversee daily end-user support and service desk operations, ensuring timely, accurate, and professional technical support across the organization.

The role includes coaching service desk technicians, coordinating scheduling, and participating in hiring and onboarding, while driving process improvements with cross-team collaboration.