IT Service Desk Lead - IT Support & ITSM Leader

The High Companies; Lancaster (Lancaster County); On-site; USD 65,000 - 90,000; Full time

Job summary

The High Companies seeks an IT Service Desk Lead to manage and mentor the Service Desk team, ensuring timely incident resolution and effective ITSM processes. You will own service desk operations, drive improvements, and coordinate with IT asset management to maintain catalog accuracy.

Responsibilities include overseeing tier 1/2 support, generating performance dashboards, and communicating outages and planned work to stakeholders. Prior experience in a tiered support environment is required.

Qualifications

• Associate degree or equivalent experience in computer software and hardware support.
• Prior service desk experience and lead/supervisory background.
• Experience with IT service management processes and service desk platforms.

Responsibilities

• Oversee the IT service desk operations (tier 1 and 2).
• Mentor the Service Desk Technician and Client Computing Analysts.
• Troubleshoot and resolve hardware/software issues.
• Use a ticketing system to record problems and solutions; ensure timely resolutions.
• Perform asset management tasks including inventory and reporting.
• Provide after-hours support for critical IT incidents when on-call.
• Create and submit reports/dashboards on service desk metrics.

Skills

Associate degree

Service Desk experience

Lead/supervisory experience

PC/Mac/printers hardware support

ITSM processes

Service desk platforms

IT asset management platforms

Third party MSP management

PC imaging/deploying

Windows OS & Office 365

Active Directory/Entra ID

Troubleshooting skills

Communication skills

Ticketing systems

Outage communications

IT financial processes (quote, requis—

Education

Associate degree or equivalent

Tools

Service desk platform

IT Asset Management platform

Group Policy/InTune

Ticketing system (e.g., ITSM)

Job description

The High Companies seeks an IT Service Desk Lead to manage and mentor the Service Desk team, ensuring timely incident resolution and effective ITSM processes. You will own service desk operations, drive improvements, and coordinate with IT asset management to maintain catalog accuracy.

Responsibilities include overseeing tier 1/2 support, generating performance dashboards, and communicating outages and planned work to stakeholders. Prior experience in a tiered support environment is required.