IT Service Desk Lead — Lead, Troubleshoot & Elevate IT Support

PIPESTONE; Sioux Falls (SD); On-site; USD 65,000 - 80,000; Full time

Benefits offered by this job

Health Insurance

Dental, Vision, Life & Disability

PTO + Holidays

Retirement Plan

Job summary

PIPESTONE is seeking an IT Service Desk Lead to oversee daily help desk operations, mentor a team, and escalate complex issues. Location: Pipestone, MN or Brandon, SD, with a salary range $65,000-$80,000 based on experience.

You will manage ticket queues, improve support processes, collaborate with infrastructure and security teams, and drive customer satisfaction through strong communication and leadership.

Qualifications

• 3+ years of IT support, including Tier 2 and Tier 3 troubleshooting.
• Experience leading a Help Desk or IT support team.
• Proficient with Windows, Microsoft 365, Active Directory/Entra ID, Teams, Outlook.
• Strong customer service mindset and problem-solving skills.

Responsibilities

• Lead, coach, and develop Help Desk team members.
• Manage ticket queues, workload distribution, and service quality.
• Serve as the escalation point for complex Tier 2 and Tier 3 technical issues.
• Troubleshoot hardware, software, networking, Microsoft 365, Active Directory/Entra ID, Teams, Outlook, and more.
• Collaborate with infrastructure, security, and application teams to resolve challenging issues.
• Improve IT support processes, documentation, and knowledge base resources.
• Monitor service metrics and identify opportunities to enhance efficiency and customer satisfaction.
• Deliver outstanding support and communication to employees across the organization.

Skills

IT support

Tier 2/3 support

Leadership

Customer service

ITSM platforms

Microsoft 365

Active Directory/Entra ID

Windows

Teams

Outlook

Tools

Ticketing platforms

Job description

PIPESTONE is seeking an IT Service Desk Lead to oversee daily help desk operations, mentor a team, and escalate complex issues. Location: Pipestone, MN or Brandon, SD, with a salary range $65,000-$80,000 based on experience.

You will manage ticket queues, improve support processes, collaborate with infrastructure and security teams, and drive customer satisfaction through strong communication and leadership.