Remote IT Service Desk Lead - Team Coach & Support

Balchem; Montvale (NJ); On-site; USD 90,000 - 115,000; Full time

Job summary

Balchem Corporation, headquartered in Montvale, New Jersey, is seeking an IT Service Desk Team Lead to supervise daily support operations, mentor technicians, and elevate service delivery. You will partner with IT leadership to optimize workflows, manage ticket queues, and ensure swift, high-quality resolutions across applications and devices.

The role requires 5+ years in IT with leadership experience, an AS degree or professional IT certifications, and strong Zendesk knowledge.

Qualifications

• 5+ years of IT experience with leadership experience.
• AS degree or Professional IT Certification(s).
• Knowledge of computing and networking hardware and peripheral equipment.
• Ability to learn, install, configure and maintain various computer system hardware and software.
• Strong experience with ticketing systems, such as Zendesk.
• Strong communication skills and problem-solving skills.
• Ability to work in a lean, fast paced environment.
• Ability to work both independently and collaboratively as business needs dictate.

Responsibilities

• Oversee day-to-day operations of the IT Service Desk, including monitoring ticket and project queues, SLAs, request resolutions and escalations, and other operational tasks.
• Coach, train, and provide day-to-day guidance to Service Desk Technicians, including request reviews, KPI discussions, and other professional development activities.
• Identify and optimize Service Desk workflows, monitor and report Service Desk metrics, and escalate requests as required.
• Provide end-user technical support by responding to questions and troubleshooting issues related to company-supported applications, hardware, software, and IT services through ticketing systems, phone, in-person, and remote assistance.
• Diagnose, resolve, and document technical issues by identifying root causes, researching solutions, implementing fixes, and maintaining knowledge documentation for future reference.
• Deploy, configure, and maintain end-user technology including desktop and laptop computers, printers, software installations, hardware upgrades, and system updates.
• Support IT infrastructure and operational initiatives by assisting with system implementations, network changes, systems integration projects, and collaborating with vendors to resolve issues and improve services.
• Follow IT service management best practices by adhering to Help Desk procedures, accurately tracking support requests, documenting recurring issues, and maintaining an understanding of the organization\'s technology environment and system interdependencies
• Follows all safety policies and procedures including use of safety equipment (PPE) and equipment safeguards
• Other duties as assigned

Skills

Leadership

Communication

Problem-solving

Team mentoring

Education

AS degree or professional IT certification

Tools

Zendesk

Microsoft 365

Microsoft Planner

Job description

Balchem Corporation, headquartered in Montvale, New Jersey, is seeking an IT Service Desk Team Lead to supervise daily support operations, mentor technicians, and elevate service delivery. You will partner with IT leadership to optimize workflows, manage ticket queues, and ensure swift, high-quality resolutions across applications and devices.

The role requires 5+ years in IT with leadership experience, an AS degree or professional IT certifications, and strong Zendesk knowledge.