IT Service Desk Lead - Mentorship & Tier 2/3 Support
PIPESTONE
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Benefits offered by this job
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 Tier 2/3 issues. You will drive service quality and user satisfaction while partnering with IT teams.
Ideally you have 3+ years of IT support, leadership experience, and strong Microsoft 365/AD skills. The role offers a competitive salary and comprehensive benefits including health, dental, vision, and retirement plans.
Qualifications
- 3+ years of IT support experience including Tier 2 and Tier 3 troubleshooting.
- 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 Windows, Microsoft 365, AD/Entra ID, Teams, Outlook.
Responsibilities
- Lead, coach, and develop Help Desk team members.
- Manage ticket queues, workload distribution, and service quality.
- Escalation point for complex Tier 2/3 issues.
- Troubleshoot hardware, software, networking, and Microsoft environments.
- Collaborate with infrastructure, security, and applications teams.
- Improve IT support processes, documentation, and knowledge base.
- Monitor service metrics to boost efficiency and satisfaction.
- Deliver outstanding support to employees.
Skills
Tools
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 Tier 2/3 issues. You will drive service quality and user satisfaction while partnering with IT teams.
Ideally you have 3+ years of IT support, leadership experience, and strong Microsoft 365/AD skills. The role offers a competitive salary and comprehensive benefits including health, dental, vision, and retirement plans.
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