IT Service Desk Lead - Mentor & SLA Champion

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

Benefits offered by this job

None

Job summary

High Companies seeks an IT Service Desk Lead to guide day-to-day support for end users and manage service desk operations within the Client Computing team. You will mentor staff, oversee ticketing, track metrics, and ensure timely resolution of incidents and requests across PC, Mac, and mobile devices.

This role requires ITIL familiarity, experience in a lead role, and strong communication to translate technical issues into business language.

Qualifications

• Associate degree or equivalent IT experience required.
• Experience in a Service Desk setting and a lead/supervisory role.
• Experience with IT service management processes (ITSM).
• Experience with ticketing and asset management platforms.
• Experience with PC hardware/software, Windows and Office 365.
• Strong communication, customer service orientation, and teamwork.
• Experience with third-party MSP coordination.

Responsibilities

• Oversee operations of the IT service desk (tier 1 and 2).
• Mentor Service Desk Technician and Analysts in operations.
• Provide backup support via phone or email.
• Troubleshoot and resolve hardware/software issues.
• Record problems and resolutions in the ticketing system.
• Escalate unresolved issues to higher tiers.
• Perform base computer imaging and asset management tasks.
• Manage asset inventory and reporting.
• Communicate outages and planned work to groups.
• Lead process improvements and document procedures.
• Provide 24x7 on-call support for critical incidents when designated.

Skills

Microsoft OS

Office 365

Active Directory/Entra ID

PC imaging/deploying

ITSM

Ticketing systems

IT asset management

Communication

Customer service

Leadership / mentoring

Vendor management

Group Policy/InTune

Endpoint security

Documentation

Education

Associate degree or equivalent IT experience

Tools

None specified

Job description

High Companies seeks an IT Service Desk Lead to guide day-to-day support for end users and manage service desk operations within the Client Computing team. You will mentor staff, oversee ticketing, track metrics, and ensure timely resolution of incidents and requests across PC, Mac, and mobile devices.

This role requires ITIL familiarity, experience in a lead role, and strong communication to translate technical issues into business language.