Service Desk Lead: Elevate IT Support & Onboarding

Brown Gibbons Lang & Company (BGL)

Cleveland (OH)

On-site

USD 90,000 - 100,000

Full time

14 days+

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Job summary

Brown Gibbons Lang & Company (BGL) seeks a Service Desk Lead to oversee the front-line IT support across offices. This player-coach role combines hands-on resolution with daily leadership and operational ownership of the service desk.

Reporting to the Director of Information Technology, you will manage ticketing in FreshService, drive onboarding/offboarding, device provisioning with Windows Autopilot and Intune, and maintain service standards while supporting executives during peak deal cycles.

Qualifications

Associate’s or Bachelor’s degree in IT or a related field preferred.
4+ years in IT support or service desk, including lead/supervisory experience.
Strong hands-on support for Microsoft 365 and Windows endpoints.
Experience with ITSM platforms and defined service levels.
Excellent customer service, communication, and discretion when supporting executives.

Responsibilities

Lead service desk, mentoring analysts and interns across multiple offices.
Manage daily operations, scheduling, coverage, and workload distribution.
Ensure high‑touch, professional support aligned with firm standards.
Own the service desk ticket queue in FreshService, triage and prioritize.
Provide senior‑level (Tier 1/2) support and escalation for complex issues.
Oversee onboarding/offboarding and device provisioning using Autopilot and Intune.
Coordinate large onboarding events and support executive deal teams.