Service Desk Team Lead - Remote-Optional

Logical Position; Portland (OR); Hybrid; USD 75,000 - 85,000; Full time

Benefits offered by this job

Paid time off

Volunteer time off

Paid holidays

Health insurance

401(k) match

Paid parental leave

Paid bereavement

Remote office space reimbursement

Work laptop provided

Work/life balance

Job summary

Logical Position in Portland, OR is seeking a seasoned Service Desk Lead to drive reliable support and a positive customer experience. You will coach a team, manage incidents, and set performance expectations while guiding prioritization and escalation.

The role requires 4+ years in IT help desk, a Bachelor's degree, and strong communication; we offer competitive pay, PTO, health benefits, and flexible work options including remote work from home.

Qualifications

• 4+ years’ experience in an IT help desk or tech support environment.
• Bachelor's degree or equivalent combination of education and relevant professional experience.
• 2+ years of experience managing and developing a team with strong communication and leadership.
• Strong analytical problem-solving skills and ability to explain technical issues clearly.
• Familiarity with ITIL or equivalent service management concepts and ticketing workflows.

Responsibilities

• Lead a Service Desk team to deliver reliable support, high service quality, and a positive customer experience.
• Coach and develop the team through regular one-on-one meetings and performance management.
• Serve as escalation point for complex incidents and guide ticket prioritization.
• Identify operational gaps, improve processes, and escalate as needed.
• Support hardware/software decisions and maintain devices inventory.

Skills

Team leadership

Customer service

Analytical thinking

Communication

Security awareness

Education

Bachelor's degree or equivalent

Tools

Microsoft 365 Admin

Ticketing systems

Active Directory

Job description

Logical Position in Portland, OR is seeking a seasoned Service Desk Lead to drive reliable support and a positive customer experience. You will coach a team, manage incidents, and set performance expectations while guiding prioritization and escalation.

The role requires 4+ years in IT help desk, a Bachelor's degree, and strong communication; we offer competitive pay, PTO, health benefits, and flexible work options including remote work from home.