IT Service Desk Lead: Elevate Support & Experience

Lincoln Electric System; Lincoln (NE); On-site; USD 70,000 - 90,000; Full time

Job summary

Lincoln Electric System seeks an IT Service Desk Supervisor to lead a dedicated team delivering responsive support across the organization. You will oversee staff performance, incident and service request handling, and knowledge management to ensure high-quality IT support.

The role emphasizes service standards, accountability, and collaboration with technology teams and vendors to maintain reliable technology services for LES employees.

Qualifications

• Bachelor's degree or equivalent in IT/CS or related field.
• 7+ years in hands-on IT support with leadership experience.
• Proven ability to supervise, coach, and develop IT support teams.

Responsibilities

• Lead and prioritize Service Desk staff to meet service goals.
• Develop staff through training, mentoring, and knowledge sharing.
• Oversee incident/requests, SLA compliance, and ticket quality; manage escalations.
• Coordinate after-hours coverage and workforce planning to ensure availability.
• Drive ITSM processes, post-incident reviews, and continuous service improvement.
• Maintain knowledge base and service catalog; collaborate with vendors and IT groups.

Skills

Leadership

Customer service

IT service management

Ticketing systems

Communication

Education

Bachelor's degree in IT/CS

Tools

Microsoft 365

ITIL

HDI Support Center

Job description

Lincoln Electric System seeks an IT Service Desk Supervisor to lead a dedicated team delivering responsive support across the organization. You will oversee staff performance, incident and service request handling, and knowledge management to ensure high-quality IT support.

The role emphasizes service standards, accountability, and collaboration with technology teams and vendors to maintain reliable technology services for LES employees.