Service Desk Lead: Team Growth & Client Experience

Vertin; Edina (MN); On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

Health Care Plan (Medical, Dental &amp

Retirement Plan (401k, IRA)

Life Insurance (Basic, Voluntary &

Job summary

Vertin, based in Edina, MN, seeks a Service Desk Team Lead to oversee Technical Service Consultants within our Managed Services practice. Lead daily support ops, manage ticket queues, ensure SLA compliance, and enhance client experience while spotting service and sales opportunities.

Ideal candidates bring 5+ years IT support (MSP preferred) and 1–3 years of leadership, with strong communication and KPI-driven mindset. Competitive benefits and growth await.

Qualifications

• 5+ years IT support experience (MSP preferred).
• 1–3 years leadership and supervisory experience.
• Strong communication and client service skills.
• Comfortable identifying and supporting sales opportunities.
• Familiar with KPIs and metrics.

Responsibilities

• Manage daily ticket queue and workflow.
• Ensure SLA compliance and timely issue resolution.
• Coach technical resources for growth and client communication.
• Run daily/weekly huddles and monitor CSAT.
• Address escalated customer concerns with professionalism.

Skills

Team leadership

IT support

Customer service

SLA management

Upsell capability

Coaching

Tools

Ticketing systems

CRM

Job description

Vertin, based in Edina, MN, seeks a Service Desk Team Lead to oversee Technical Service Consultants within our Managed Services practice. Lead daily support ops, manage ticket queues, ensure SLA compliance, and enhance client experience while spotting service and sales opportunities.

Ideal candidates bring 5+ years IT support (MSP preferred) and 1–3 years of leadership, with strong communication and KPI-driven mindset. Competitive benefits and growth await.