Service Desk Lead: Hands-On Tech Support & Mentorship

GlobalSource IT; Miami (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

GlobalSource IT is seeking an experienced Service Desk Team Lead to provide hands-on technical support and leadership within our onsite IT support organization. This role requires balancing troubleshooting, team guidance, and project work in a fast-paced corporate environment.

You will mentor technicians, troubleshoot complex hardware and software issues, and manage escalations to ensure high service levels. Strong documentation and collaboration with internal teams are essential.

Qualifications

• Experience as a senior or escalation-level resource in IT support.
• Proven mentoring or day-to-day technical leadership experience.
• Strong incident and ticket documentation using ITSM platforms.

Responsibilities

• Serve as a senior technical resource and mentor technicians.
• Troubleshoot complex hardware, software, and connectivity issues.
• Own escalated incidents through resolution and root-cause analysis.
• Maintain accurate incident and service request documentation in ServiceNow.
• Coordinate with internal clients and senior colleagues on complex requests.
• Lead project activities related to installation and configuration of equipment.
• Support meetings, events, and video conferencing setups.
• Monitor third-party providers and report on progress.

Skills

IT support

Troubleshooting

ServiceNow

Leadership

Mentoring

Incident management

Vendor coordination

End-user tech

Documentation

Communication

Education

Bachelor’s degree

CompTIA A+ or equivalent

Tools

ServiceNow

Video conferencing systems

Audiovisual tech

Job description

GlobalSource IT is seeking an experienced Service Desk Team Lead to provide hands-on technical support and leadership within our onsite IT support organization. This role requires balancing troubleshooting, team guidance, and project work in a fast-paced corporate environment.

You will mentor technicians, troubleshoot complex hardware and software issues, and manage escalations to ensure high service levels. Strong documentation and collaboration with internal teams are essential.