IT Service Desk Lead - Elevate Support & Efficiency

Optiv

Overland Park (KS)

Hybrid

USD 55,000 - 75,000

Full time

14 days+

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Job summary

Optiv is seeking an IT Service Desk Team Lead in the Kansas City metro area. The role reports into the office 5 days per week and oversees daily IT Service Desk operations, ensuring timely incident/resolution handling, knowledge base maintenance, and continuous service delivery improvements.

You will monitor queues, guide staff, escalate complex issues, and drive SLA adherence with a focus on quality support.

Qualifications

Minimum 2 years of general Help Desk experience in an enterprise environment.
Experience supporting Windows and MacOS desktop operating systems.
Experience supporting Microsoft Office.
Must be a U.S. Citizen.

Responsibilities

Monitor and manage the ticket queue and assign tickets to service desk staff to ensure timely response and resolution of incidents and service requests within SLAs.
Prioritize and assign tickets based on urgency and complexity.
Escalate and resolve complex issues with IT teams.
Maintain and update knowledge base articles with accurate documentation.
Identify gaps in documentation and work with SMEs to create new articles.
Analyze service desk metrics to identify trends and improvement areas.
Provide regular reports on ticket volume, resolution times, and common problems.
Lead onboarding and training for new ServiceDesk team members.
Support end users and maintain professional, helpful communication.