IT Service Desk Lead — Lead & Elevate Technical Support

PIPESTONE; Pipestone (MN); On-site; USD 65,000 - 80,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

PTO & Holidays

Retirement Plan

Job summary

PIPESTONE is seeking an IT Service Desk Lead to oversee daily help desk operations in Pipestone, MN or Brandon, SD. The role requires guiding a team, managing escalations, and delivering exceptional internal customer support.

Salary ranges from $65,000 to $80,000, based on experience. The ideal candidate has 3+ years in IT support, prior leadership experience, and proficiency with ticketing systems and Microsoft environments including Windows, M365, AD/Entra ID, Teams, and Outlook.

Qualifications

• 3+ years of IT support experience including Tier 2 and Tier 3 troubleshooting.
• Previous leadership, supervisory, or team management experience in IT support.
• Strong customer service mindset and problem-solving skills.
• Experience with ticketing/IT service management platforms.
• Proficiency supporting Microsoft environments (Windows, M365, AD/Entra ID, Teams, Outlook).

Responsibilities

• Lead, coach, and develop Help Desk team members.
• Manage ticket queues, workload distribution, and service quality.
• Serve as escalation point for complex Tier 2/3 issues.
• Troubleshoot hardware, software, networking, M365, AD/Entra ID, Teams, Outlook.
• Collaborate with infrastructure, security, and applications teams to resolve issues.
• Improve IT support processes, documentation, and knowledge base resources.
• Monitor service metrics and identify opportunities to improve efficiency and customer satisfaction.

Skills

IT leadership

Customer service

Problem solving

ITSM tools

Microsoft 365/AD/Teams/Outlook

Tools

Ticketing systems

Endpoint management

Job description

PIPESTONE is seeking an IT Service Desk Lead to oversee daily help desk operations in Pipestone, MN or Brandon, SD. The role requires guiding a team, managing escalations, and delivering exceptional internal customer support.

Salary ranges from $65,000 to $80,000, based on experience. The ideal candidate has 3+ years in IT support, prior leadership experience, and proficiency with ticketing systems and Microsoft environments including Windows, M365, AD/Entra ID, Teams, and Outlook.