Service Desk Team Lead

Monogram Health; Tempe (AZ); On-site; USD 75,000 - 95,000; Full time

Benefits offered by this job

Medical, dental, and vision

401k with employer match

Paid holidays

Flexible vacation

Parental leave

Job summary

Monogram Health is seeking a Service Desk Team Lead to oversee daily operations, ensuring timely and effective resolution of technical issues while delivering exceptional customer support. The role combines leadership, process management, and hands-on expertise to drive service excellence and continuous improvement.

You will supervise and mentor a team of technicians, manage scheduling and workload, and conduct performance evaluations.

Qualifications

• Leadership, mentoring, and people development experience.
• Strong communication and conflict-resolution skills.
• Ability to analyze metrics and drive performance improvements.

Responsibilities

• Supervise, mentor, and support a team of Service Desk Technicians.
• Manage scheduling, workload distribution, and performance evaluations.
• Provide training, guidance, and development opportunities.

Skills

Leadership

Communication

Conflict resolution

Metrics analysis

Education

High school diploma

Tools

Freshservice

ServiceNow

Jira

Zendesk

Job description

Role Overview

The Service Desk Team Lead oversees daily operations, ensuring timely and effective resolution of technical issues, and providing exceptional customer support. This role combines leadership, process management, and hands‑on technical expertise to drive service excellence and continuous improvement.

What You Will Do

Supervise, mentor, and support a team of Service Desk Technicians, manage scheduling, workload distribution, and performance evaluations, and provide training, guidance, and development opportunities.

Why It Might Be a Fit

The ideal candidate will have evidence of leadership, communication, and conflict‑resolution skills, and the ability to analyze metrics and drive performance improvements.

Requirements

• High school diploma or GED required
• Knowledge of ITIL processes (Incident, Problem, and Change Management)
• Hands‑on experience with service desk/ticketing systems (e.g., Fresh Service, ServiceNow, Jira, Zendesk)
• Evidence of leadership, communication, and conflict‑resolution skills
• Ability to analyze metrics and drive performance improvements
• Minimum of three (3) years of IT support experience, with at least one (1) year in a supervisory or lead role
• A+ or ITIL Foundation certification preferred
• Experience leading a team of 3-6 people in a service or help desk environment preferred
• Technical background with knowledge of Windows, macOS, Azure, Active Directory, Office 365, and networking basics preferred
• Inventory and asset management experience preferred

Benefits

• Comprehensive Benefits - Medical, dental, and vision insurance, employee assistance program, employer-paid and voluntary life insurance, disability insurance, plus health and flexible spending accounts
• Financial & Retirement Support – Competitive compensation, 401k with employer match, and financial wellness resources
• Time Off & Leave – Paid holidays, flexible vacation time/PSSL, and paid parental leave
• Wellness & Growth – Work life assistance resources, physical wellness perks, mental health support, employee referral program, and BenefitHub for employee discounts