IT Service Desk Lead: Elevate Support & ITIL Excellence

Arhaus; Kentucky; Hybrid; USD 70,000 - 110,000; Full time

Job summary

Arhaus is seeking an IT Service Desk Lead to guide and optimize the IT service desk across the organization, including on-site support for offices, retail locations, and field operations.

You will drive incident resolution, service request management, and continuous service improvement while mentoring staff and coordinating with vendors to minimize downtime. A strategic leader with ITIL familiarity will excel in this role.

Qualifications

• Bachelor’s degree in computer related discipline, or equivalent experience.
• 4+ years’ experience managing enterprise Service Desk.
• A+ Certification or equivalent experience.
• ITIL Certification or equivalent experience.
• Has knowledge of commonly used concepts, practices, and procedures used to deliver and report enterprise service support.
• FreshService, JIRA (JSM), or equivalent, IT Service Management tool and workflow automation.
• Remote leadership experience.

Responsibilities

• Team Leadership: Manage, mentor, and develop the teams, including setting performance objectives, conducting regular reviews, and providing training to enhance technical and customer service skills.
• Service Desk Operations: Oversee the daily operations of the IT service desk, ensuring timely and efficient handling of service requests and incidents.
• Performance Monitoring: Monitor operations performance through key performance indicators (KPIs) and provide regular reports on ticket volumes, resolution times, and customer satisfaction.
• Process Improvement: Continuously improve service desk processes, implement automation where possible, and ensure alignment with ITIL or other service management frameworks.
• Incident & Request Management: Ensure proper incident categorization, prioritization, and resolution in line with service-level objectives (SLOs) and ITIL best practices.
• Customer Service: Maintain a high level of customer satisfaction by ensuring the service desk provides consistent, high-quality, and user-friendly support to internal staff.
• Escalation Management: Handle escalated technical issues and ensure appropriate resolution, engaging other IT teams or vendors when necessary.
• Knowledge Management: Ensure the creation, maintenance, and accessibility of a knowledge base for the service desk, including documentation of common issues, troubleshooting steps, and user guides.
• Travel Management: Plan and coordinate travel logistics for field support technicians, ensuring efficient and cost-effective support coverage.
• Compliance & Security: Ensure all operations support activities adhere to organizational security policies and compliance requirements, including the handling of sensitive data and securing IT assets.
• Vendor Coordination: Work with third-party vendors to resolve hardware, software, or network issues as needed, ensuring minimal disruption to operations.

Skills

Leadership

Communication

Execution

Accountability

Adaptability

Problem Solving

Education

Bachelor’s degree in computer related discipline

Tools

FreshService

JIRA

Job description

Arhaus is seeking an IT Service Desk Lead to guide and optimize the IT service desk across the organization, including on-site support for offices, retail locations, and field operations.

You will drive incident resolution, service request management, and continuous service improvement while mentoring staff and coordinating with vendors to minimize downtime. A strategic leader with ITIL familiarity will excel in this role.