IT Service Desk Lead & Performance Coach

Socket.dev; Baton Rouge (LA); On-site; USD 80,000 - 110,000; Full time

Job summary

Socket.dev is seeking a Service Desk Manager to oversee daily IT Service Desk operations at Perkins Branch in Baton Rouge. You will lead a team, drive performance against KPIs and SLAs, and ensure high-quality end-user support and rapid resolutions. Strong ITSM knowledge, mentoring, and stakeholder communication are essential.

Salary DOE and on-site role. Ideal candidates have 3+ years IT support with 2+ years in leadership, ITIL/CompTIA/Microsoft certifications, and a degree in IT preferred.

Qualifications

• High school diploma or equivalent required.
• Associate or bachelor’s degree in IT preferred.
• ITIL, CompTIA, Microsoft certifications or similar preferred.
• Minimum 3 years IT support experience, 2+ years in lead/supervisory roles.

Responsibilities

• Lead and mentor the Service Desk team to improve troubleshooting, communication, and service delivery.
• Direct daily Service Desk operations including staffing, workload, queue priorities, and backlog.
• Monitor and report Service Desk performance against KPIs and SLAs; drive corrective actions.
• Maintain technical proficiency to guide escalations and assist on complex issues.
• Ensure processes, documentation, and service commitments are followed by the team.
• Coordinate onboarding, transfers, and terminations with accurate equipment and access tasks.

Skills

Leadership

Mentoring

Communication

Analytical thinking

Customer service

Problem-solving

Education

High school diploma

Associate/Bachelor's in IT

Tools

ITSM platforms

Endpoint management

Remote support tools

Knowledge systems

Microsoft 365

Windows endpoints

Job description

Socket.dev is seeking a Service Desk Manager to oversee daily IT Service Desk operations at Perkins Branch in Baton Rouge. You will lead a team, drive performance against KPIs and SLAs, and ensure high-quality end-user support and rapid resolutions. Strong ITSM knowledge, mentoring, and stakeholder communication are essential.

Salary DOE and on-site role. Ideal candidates have 3+ years IT support with 2+ years in leadership, ITIL/CompTIA/Microsoft certifications, and a degree in IT preferred.