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Service Desk Team Lead

OrgShakers

Washington (District of Columbia)

On-site

USD 100,000 - 120,000

Full time

5 days ago

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Job summary

A leading company is seeking a Service Desk Team Lead to deliver high-quality technical support while mentoring junior team members. The ideal candidate will have a strong background in IT, experience with Microsoft 365 and Active Directory, and excellent communication skills. This is an exciting opportunity for a proactive professional in a dynamic environment.

Benefits

Medical insurance

Vision insurance

401(k)

Disability insurance

Qualifications

5 – 7 years’ experience in technical support.
Ability to express information clearly to all levels.
Proven track record in team leadership.

Responsibilities

Manage support incidents and work to defined SLAs.
Mentor junior service desk engineers.
Deliver high-quality technical support.

Skills

Technical support

Team leadership

Stakeholder engagement

Microsoft 365

Active Directory

Network infrastructure

ITIL

Education

Bachelor’s Degree in Information Technology

Tools

FreshService

ServiceNow

PowerShell

This range is provided by OrgShakers. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$100,000.00/yr - $120,000.00/yr

Direct message the job poster from OrgShakers

Client Support Manager and Executive Assistant at OrgShakers

About the Role

OrgShakers has a confidential client seeking a skilled and motivated Service Desk Team Lead to join their dynamic team. The successful candidate will bring hands-on experience in Microsoft 365, Active Directory, and network infrastructure, as well as strong capabilities in mentoring junior team members. A confident communicator with excellent stakeholder engagement skills, you will be instrumental in delivering high-quality technical support while fostering a collaborative team environment. This is an exciting opportunity for a proactive and reliable professional who thrives in fast-paced settings and is committed to continuous service improvement.

The Individual

Proven track record in technical support and team leadership, managing support incidents and working to defined SLAs.
Good leadership skills, able to mentor and guide Junior service desk engineers.
Excellent stakeholder engagement skills: able to build relationships and deliver support solutions.
Articulate and able to express information clearly and confidently to all levels of personnel.
Excellent personal presentation and professional appearance to external visitors and internal colleagues.
Demonstrate a cooperative and flexible nature, able to assist others when required, and be willing to go the extra mile.
Positive and energetic manner, ready for challenges and committed to producing high-quality work.
Reliable and trustworthy, able to complete work as required and communicate problems clearly.

Skills and Experience

Bachelor’s Degree in Information Technology required.
5 – 7 years’ experience.
Strong understanding of Microsoft Active Directory and Microsoft 365, both on-premises and Cloud.
Good understanding of network infrastructure and architecture (TCP/IP, DNS, DHCP & LAN).
Previous experience using ITSM tools like FreshService or ServiceNow.
Experience in team leadership or supervisory roles within a technical support environment.
Accreditation or Experience.
Strong understanding in Change Management and Problem Management.
Microsoft server operating systems (incl. 2016 – 2019).
Desktop operating systems (incl. Windows 10 & 11).
Microsoft 365 products and services.
Mimecast.
PowerShell.
FortiClient & Cisco.
Panorama9 RMM tool or equivalent.
Understanding of ITIL.
VOIP Technology.

Preferred Skills and Experience

Experience in a Managed Service Provider (MSP) environment.
Background in ISP technical support or similar structured support roles, ensuring effective and efficient service delivery.
Ability to provide exceptional support and enhance user satisfaction.
Creating and maintaining a knowledge base.
Clear and effective communication with users and collaboration with technical teams.
Ability to anticipate potential issues and take preventive measures.
Experience working effectively with other IT professionals to resolve issues and improve service delivery.
Experience in quickly addressing user inquiries and technical problems to minimize downtime.
Experience in Change Management and Project Management.

Seniority level

Seniority level
Associate

Employment type

Employment type
Full-time

Job function

Job function
Information Technology
Industries
Human Resources Services and Professional Services

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Disability insurance

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