Tier 1 IT Service Desk Lead - Lead & Optimize Support

Interactive Process Technology LLC; Huntsville (AL); On-site; USD 65,000 - 85,000; Full time

Job summary

IPT Associates (IPTA) in Huntsville, AL, seeks an experienced Tier 1 IT Service Desk Lead to direct a small team of 6-8 technicians, delivering reliable, customer-focused IT support while applying ITIL 4 service management best practices.

The role emphasizes mentoring, SOPs, KPIs (FCR, AHT, CSAT), escalation readiness, and hands-on end-user support. DoD 8570 Level II/III certification desired; active clearance or ability to obtain is preferred.

Qualifications

• Bachelor's degree in a related field is required.
• Minimum 3 years of IT support experience with 1-2 years supervisory experience.
• Experience with enterprise ticketing systems and basic endpoint troubleshooting is required.

Responsibilities

• Direct day-to-day operations of Tier 1 support agents and manage shift schedules.
• Manage ticket queues, prioritization and escalation paths.
• Track KPIs such as FCR, AHT, and CSAT; monitor response/resolution times.
• Serve as primary internal escalation point for Tier 1 incidents.
• Train new hires and coach staff; ensure adherence to SOPs and scripts.
• Maintain and update knowledge base and SOPs; suggest tooling enhancements.
• Handle complex end-user requests when volumes spike or escalations occur.

Skills

Leadership

Communication

Problem solving

Organizational skills

Education

Bachelor's degree

Tools

ServiceNow

ConnectWise

Jira Service Management

Active Directory/Entra ID

Microsoft 365

Job description

IPT Associates (IPTA) in Huntsville, AL, seeks an experienced Tier 1 IT Service Desk Lead to direct a small team of 6-8 technicians, delivering reliable, customer-focused IT support while applying ITIL 4 service management best practices.

The role emphasizes mentoring, SOPs, KPIs (FCR, AHT, CSAT), escalation readiness, and hands-on end-user support. DoD 8570 Level II/III certification desired; active clearance or ability to obtain is preferred.