IT Service Desk Lead: Mentor, Escalations & End-User Help

PIPESTONE; United States; On-site; USD 65,000 - 80,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life & Disability Insurance

PTO + Holidays

Retirement plan

Job summary

PIPESTONE in Pipestone, MN or Brandon, SD is seeking an IT Service Desk Lead to oversee daily help desk operations, mentor staff, and resolve escalated issues across Windows, Microsoft 365, and AD/Entra ID.

You will manage ticket queues, collaborate with infrastructure and security teams, improve support processes, and deliver outstanding service to employees. This full-time role pays $65,000–$80,000 annually based on experience and includes health, dental, life, PTO, and retirement benefits.

Qualifications

• 3+ years IT support experience including Tier 2 and Tier 3 troubleshooting.
• Experience leading a Help Desk or similar team.
• Proficiency with Windows, Microsoft 365, and Active Directory/Entra ID.
• Experience with ticketing/ITSM platforms.

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, Microsoft 365, AD/Entra ID, Teams, Outlook.
• Collaborate with infrastructure, security, and application teams.

Skills

IT support

Leadership

Ticketing/ITSM

Windows / Microsoft 365

AD/Entra ID / Teams / Outlook

Tools

ITSM platforms

Job description

PIPESTONE in Pipestone, MN or Brandon, SD is seeking an IT Service Desk Lead to oversee daily help desk operations, mentor staff, and resolve escalated issues across Windows, Microsoft 365, and AD/Entra ID.

You will manage ticket queues, collaborate with infrastructure and security teams, improve support processes, and deliver outstanding service to employees. This full-time role pays $65,000–$80,000 annually based on experience and includes health, dental, life, PTO, and retirement benefits.