IT Service Desk Lead: Scale Support & Operations

Arhaus; Boston Heights (OH); On-site; USD 85,000 - 120,000; Full time

Job summary

Arhaus is seeking an IT Service Desk Lead to guide the service desk and deliver reliable IT support across the organization, including field locations. You will drive incident resolution, service requests, and continuous improvement while coordinating on-site support for remote offices and stores.

You will mentor teams, monitor KPIs, and align processes with ITIL best practices, ensuring security and policy compliance while delivering high-quality customer service to internal staff.

Qualifications

• Bachelor’s degree in computer related discipline, or equivalent experience.

Responsibilities

• Lead the IT service desk and oversee incident resolution and service requests.

Skills

Team Leadership

Customer Service

Problem Solving

Adaptability

Accountability

Execution

Education

Bachelor’s degree in computer related discipline

A+ Certification

ITIL Certification

Tools

FreshService

JIRA (JSM)

Job description

Arhaus is seeking an IT Service Desk Lead to guide the service desk and deliver reliable IT support across the organization, including field locations. You will drive incident resolution, service requests, and continuous improvement while coordinating on-site support for remote offices and stores.

You will mentor teams, monitor KPIs, and align processes with ITIL best practices, ensuring security and policy compliance while delivering high-quality customer service to internal staff.