IT Service Desk Lead - In-Office KC Metro

Optiv Security Inc.; Overland Park (KS); On-site; USD 65,000 - 85,000; Full time

Job summary

Optiv Security Inc. seeks an IT Service Desk Team Lead to oversee daily operations in the Kansas City metro area. You will manage the ticket queue, assign tasks to staff, and ensure timely incident resolution while maintaining knowledge base documentation.

You will analyze service desk metrics, collaborate with the ServiceDesk Manager, and drive improvements in incident management, request fulfillment, and customer satisfaction. On-site role with 5 days in the office.

Qualifications

• Associates Degree in Computer Science, IT or related field or 2 years of related experience or equivalent combination.
• Minimum 2 years general Help Desk experience in an enterprise environment.
• Experience supporting Windows and MacOS desktop OS and Microsoft Office.
• Knowledge of IT software licensing and hardware inventory management.
• Experience with ServiceNow ticketing system and data extraction from relational databases.

Responsibilities

• Monitor and manage the ticket queue to ensure timely response and resolution within SLAs.
• Prioritize tickets by urgency and complexity and assign to staff.
• Escalate and resolve complex issues with IT teams.
• Maintain and update knowledge base with accurate documentation.

Skills

Help desk leadership

Ticketing systems

Windows

MacOS

Office 365

Active Directory

ServiceNow

Data extraction

Strong communication

Education

Associates Degree in CS/IT or related field

2 years related experience

Tools

ServiceNow

Active Directory

Microsoft Office

Job description

Optiv Security Inc. seeks an IT Service Desk Team Lead to oversee daily operations in the Kansas City metro area. You will manage the ticket queue, assign tasks to staff, and ensure timely incident resolution while maintaining knowledge base documentation.

You will analyze service desk metrics, collaborate with the ServiceDesk Manager, and drive improvements in incident management, request fulfillment, and customer satisfaction. On-site role with 5 days in the office.