Service Desk Lead - IT Support Leader & Coach

Higher Information Group; Harrisburg (Dauphin County); On-site; USD 65,000 - 90,000; Full time

Job summary

Higher Information Group in Harrisburg, PA is seeking a hands-on Help Desk Manager to lead day-to-day IT support operations. You will oversee the service desk, mentor staff, manage ticket intake and resolutions, and ensure timely, high-quality issue handling.

This role emphasizes customer-focused service, clear communication, and collaboration with IT and business teams to align support with organizational goals and drive continuous improvement in user experience.

Qualifications

• Experience leading a help desk or service desk team.
• Strong troubleshooting and incident escalation skills.
• Excellent customer service and communication.
• Familiarity with ticketing systems and knowledge-base practices.
• Ability to stay organized in a fast-paced environment.
• Continuous-improvement mindset.

Responsibilities

• Lead, coach, and develop help desk staff; set clear expectations and foster a collaborative, service-oriented team culture.
• Oversee daily service desk operations, including ticket intake, triage, prioritization, escalation, and resolution.
• Monitor ticket queues and service performance; identify bottlenecks and take action to improve response and resolution times.
• Establish and maintain support procedures, documentation, knowledge-base content, and escalation paths.
• Handle complex or high-impact incidents and coordinate escalations with infrastructure, applications, security, and other IT teams.
• Communicate clearly with users about issue status, next steps, and service interruptions.
• Review service desk trends and user feedback to identify recurring issues and recommend improvements.
• Help manage team schedules, workload, onboarding, and ongoing training.
• Partner with IT leadership and business teams to align support services with organizational needs.

Skills

Leadership

Troubleshooting

Customer-service

Incident escalation

Knowledge management

Ticketing systems

Tools

Ticketing system

Knowledge base

Job description

Higher Information Group in Harrisburg, PA is seeking a hands-on Help Desk Manager to lead day-to-day IT support operations. You will oversee the service desk, mentor staff, manage ticket intake and resolutions, and ensure timely, high-quality issue handling.

This role emphasizes customer-focused service, clear communication, and collaboration with IT and business teams to align support with organizational goals and drive continuous improvement in user experience.