IT Service Desk Lead - Mentor & SLA-Driven Support

High Companies; Lancaster (Lancaster County); On-site; USD 85,000 - 120,000; Full time

Job summary

High Companies seeks an IT Service Desk Lead to oversee Tier 1/2 operations, mentor technicians, and drive process improvements across incident, problem and change management. The role reports to the Client Computing Manager and collaborates with the Client Computing team to provide reliable IT support.

The candidate should have prior service desk leadership experience, strong communication, and hands-on IT support skills across Windows/Mac, Office 365, and asset management systems.

Qualifications

• Associate degree, or equivalent experience in computer software and hardware support.
• Experience in a Service Desk setting.
• Experience in a lead/supervisory role.
• Working knowledge of PC/Mac/mobile devices, copiers, printers, peripherals.
• Experience with IT service management processes.
• Experience with service desk and IT asset management platforms.
• Experience with interacting with third party MSPs.
• Experience ordering PC hardware.
• Knowledge of Microsoft OS and Office 365.
• Active Directory/Entra ID administration.
• Hands-on diagnosing and resolving issues.
• Excellent communication and interpersonal skills.
• Customer-oriented and patient.
• Working with and configuring ticket/asset management systems.
• Sending IT communications (outages, planned work).
• ITSM concepts.

Responsibilities

• Oversee IT service desk (tier 1/2) operations.
• Mentor Service Desk Technician and Analysts.
• Provide backup support via phone/email.
• Troubleshoot hardware/software issues.
• Ensure quick resolutions and good customer service.
• Use ticketing system to log problems and resolutions.
• Escalate unresolved issues to next support level.
• Perform password resets for network accounts.
• Perform base computer imaging.
• Manage asset lifecycle and reporting.
• Send IT communications and updates.
• Follow up with customers.
• Suggest process improvements and document procedures.
• Maintain service catalog and technical docs.
• Lead process improvement initiatives.
• Address pain points and inefficiencies.
• Handle account termination tasks.

Skills

Customer service

Communication skills

Group Policy/InTune

Endpoint security

ITSM concepts

Ticketing systems

Mentoring team

Organizational skills

Business language

Education

Associate degree or equivalent experience in computer software and hardware support

Tools

Active Directory

Entra ID

Office 365

PC imaging tools

Asset management software

Job description

High Companies seeks an IT Service Desk Lead to oversee Tier 1/2 operations, mentor technicians, and drive process improvements across incident, problem and change management. The role reports to the Client Computing Manager and collaborates with the Client Computing team to provide reliable IT support.

The candidate should have prior service desk leadership experience, strong communication, and hands-on IT support skills across Windows/Mac, Office 365, and asset management systems.