Lead/Senior Service Desk Technician

ZipRecruiter; Newark (NJ); On-site; USD 70,000 - 90,000; Full time

Job summary

A leading company is seeking a Lead/Senior Service Desk Technician to provide advanced technical support and mentor junior analysts. The role focuses on troubleshooting complex IT issues, ensuring customer service excellence, and contributing to continuous improvement initiatives. Candidates should have significant experience in IT support and relevant certifications.

Qualifications

• 3+ years of hands-on Service Desk or Help Desk experience.
• Prior leadership/mentoring experience is highly desired.
• ITIL Foundation, CompTIA, Microsoft certifications are a plus.

Responsibilities

• Troubleshoot and resolve complex hardware, software, and network-related issues.
• Mentor junior Service Desk Analysts and provide expert guidance.
• Track and analyze service desk metrics to identify trends.

Skills

Advanced Troubleshooting

Customer Service

Communication

Conflict Resolution

Education

Associate or Bachelor’s degree in Information Technology

Tools

ServiceNow

ITIL Framework

Job description

Job DescriptionJob DescriptionLead/Senior Service Desk Technician
*US or GC holders
*On-site daily in Jersey City, NJ

The Senior Service Desk Technician plays a critical role in delivering advanced technical support for the organization. In addition to troubleshooting and resolving complex IT issues, this position involves mentoring and guiding junior analysts, acting as a knowledge resource for the team, and leading by example in areas such as customer service, incident management, and continuous improvement initiatives.

Key Responsibilities

1. Advanced Technical Support
   • Troubleshoot and resolve complex hardware, software, and network-related issues.
   • Serve as an escalation point for junior Service Desk Analysts, providing expert guidance and problem-solving.
   • Actively contribute to maintaining and improving technical documentation, procedures, and knowledge base articles.
2. Customer Service Excellence
   • Demonstrate a high level of professionalism and empathy when engaging with end users.
   • Ensure communication about issue status and resolutions is timely, clear, and customer-focused.
   • Provide feedback to the team on best practices for handling difficult or complex customer situations.
3. Reporting & Documentation
   • Track and analyze service desk metrics (e.g., response times, resolution rates) to identify trends and opportunities for improvement.
   • Assist in preparing regular reports on team performance and technical issues for management review.
   • Maintain documentation on complex resolutions or system changes to facilitate knowledge transfer.
4. Continuous Learning & Development
   • Stay updated on emerging technologies, tools, and best practices in IT support.
   • Share relevant insights and best practices with the team to foster collective growth.

Highly Desired Experiences & Skills

1. Team Lead or Supervisory Experience
   • Demonstrated success in leading or mentoring teams, even if informally.
   • Experience in scheduling, delegating tasks, and ensuring quality control for a service desk or technical support function.
2. ITIL or Similar Framework Knowledge
   • Familiarity with incident, problem, and change management processes.
   • ITIL Foundation certification (or higher) is a strong plus.
3. Technical Certifications
   • Industry certifications such as CompTIA A+, Network+, Microsoft (MCSA/MCSE), Cisco (CCNA), or similar credentials.
   • Proven track record of advanced troubleshooting in diverse environments (Windows, macOS, cloud platforms, etc.).
4. ServiceNow or Other Ticketing Systems
   • Hands-on experience configuring and troubleshooting popular ITSM (IT Service Management) platforms.
   • Ability to generate reports, dashboards, and manage automation within ticketing systems.
5. Strong Communication & Soft Skills
   • Proven ability to communicate complex technical concepts to both technical and non-technical audiences.
   • Adept at conflict resolution, active listening, and building rapport with users and team members.
6. Project Involvement
   • Involvement in process improvement or technology rollout projects.
   • Experience coordinating resources, timelines, and deliverables within an IT support context.

Qualifications

• Education: Associate or Bachelor’s degree in Information Technology or related field; or equivalent work experience.
• Experience: 3+ years of hands-on Service Desk or Help Desk experience with a focus on advanced troubleshooting. Prior leadership/mentoring experience is highly desired.
• Certifications: ITIL Foundation, CompTIA, Microsoft, or relevant vendor certifications are a plus.
• Technical Proficiency: Experience with desktop, laptop, and mobile hardware; operating systems (Windows, macOS); office productivity suites; network fundamentals; active directory account management; and remote support tools.
• Soft Skills: Excellent communication, organizational, and customer service skills. Strong ability to prioritize, multitask, and remain calm under pressure.