Service Desk Lead: Hands-On Tech Leader for Client Success

The Intersect Group; Scottsdale (AZ); On-site; USD 90,000 - 130,000; Full time

Job summary

The Intersect Group is seeking a Service Desk Lead to serve as the senior technical resource for a high-performing Service Desk team. This hands‑on leadership role focuses on providing technical guidance, escalating and resolving complex issues, and ensuring exceptional service delivery for both internal and external customers.

The ideal candidate combines strong technical troubleshooting abilities with leadership potential and a customer‑first mindset, working alongside the team handling

Qualifications

• 5+ years IT Support/Service Desk experience.
• Senior Technician, Lead Technician, Escalation Engineer, or similar leadership role.
• Strong troubleshooting experience with Microsoft 365, Active Directory, Group Policy, and Windows Server environments.
• Experience supporting cloud platforms including Azure and/or AWS.
• Solid understanding of networking concepts including TCP/IP, DNS, DHCP, firewalls, switches, and network infrastructure.
• Experience supporting SQL Server, Remote Desktop Services, and voice technologies.
• Ability to manage competing priorities, triage issues effectively, and drive timely resolution of incidents.
• Excellent communication, customer service, leadership, and problem‑solving skills.
• Ability to thrive in a fast‑paced, client‑facing environment while maintaining a high level of professionalism.

Responsibilities

• Serve as the primary escalation point for complex incidents, technical issues, and service requests.
• Provide mentorship, coaching, and day‑to‑day technical guidance to Service Desk team members.
• Troubleshoot and resolve escalated issues across infrastructure, cloud platforms, networking, and end‑user technologies.
• Monitor ticket queues, prioritize incoming requests, and ensure service level commitments are met.
• Communicate effectively with clients regarding incident status, resolutions, and ongoing support needs.
• Create, maintain, and enhance technical documentation, procedures, and knowledge base articles.
• Assist with onboarding, training, and development of new Service Desk team members.
• Identify and implement improvements to service delivery processes and operational efficiency.
• Collaborate with leadership to ensure consistent execution of ITSM best practices and operational standards.
• Drive issues to resolution by balancing technical expertise with customer service and operational awareness.

Skills

Microsoft 365

Active Directory

Group Policy

Windows Server

Azure

AWS

Networking basics

TCP/IP

DNS

DHCP

SQL Server

RDS

Communication

Leadership

Customer service

Problem solving

Job description

The Intersect Group is seeking a Service Desk Lead to serve as the senior technical resource for a high-performing Service Desk team. This hands‑on leadership role focuses on providing technical guidance, escalating and resolving complex issues, and ensuring exceptional service delivery for both internal and external customers.

The ideal candidate combines strong technical troubleshooting abilities with leadership potential and a customer‑first mindset, working alongside the team handling