Service Desk Lead - Elevate End-User Support & SLAs

Amergis Healthcare Staffing

Columbia (MD)

On-site

USD 70,000 - 80,000

Full time

8 days ago

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Benefits offered by this job

Medical/Dental/Vision

401(k) with company match

Paid time off

Educational assistance

Parental leave

Job summary

Amergis Healthcare Staffing is seeking a Team Lead for the Service Desk to supervise daily operations, manage incidents, requests, and escalations, and drive continuous service improvements. You will collaborate with Infra, Security, Apps, Data, HR, and Operations to support enterprise platforms and end-user systems.

The role emphasizes coaching, performance management, and development of staff while ensuring high-quality customer service and adherence to SLAs.

Qualifications

Bachelor's degree or related field preferred.
Experience with IT support, Service Desk, Help Desk, End User Support.
Strong knowledge of Microsoft 365, Active Directory, Windows, endpoint management, and enterprise apps.
Experience with ITSM platforms such as ServiceNow, Freshservice, Jira Service Management, Zendesk or similar.
Understanding of ITIL service management principles.

Responsibilities

Leads daily operations of the Service Desk team and ensures timely resolution of incidents, requests, and issues.
Acts as escalation point for Tier 1/2 issues and coordinates across teams.
Monitors queues, workloads, escalations, and SLA compliance.
Coaches and mentors Service Desk analysts and staff.
Develops and maintains service desk procedures, docs, and knowledge base.
Identifies trends and implements corrective actions to reduce incidents.