IT Service Desk Team Lead

3KeyLogic is searching for a detail-oriented IT Service Desk Team Lead to join our team and become an integral part of the support process for one of our clients located in Waconia, Minnesota.  This is an onsite position in Waconia. The IT Service Desk Team Lead will oversee the daily operations of the IT Service Desk, ensuring efficient and effective technical support for end-users and team ticket administration. This role requires a balance of technical expertise, leadership capabilities, and supervisory skills to partner and manage a team of IT support specialists, maintain service quality, and drive continuous improvement. This position will report directly to the onsite IT Service Manager.

Key Responsibilities:

Technical Expertise:

• Oversee and provide technical support for hardware, software, and network issues.
• Ensure the timely and effective resolution of user issues and requests.
• Implement and manage ITIL best practices and other service management frameworks.
• Conduct regular system audits and manage IT inventory.
• Demonstrate advanced knowledge of IT systems, troubleshooting methodologies, and help desk tools.
• Resolve complex technical issues escalated from the help desk team promptly and effectively.
• Stay updated with industry trends and best practices to enhance technical support services.

Leadership and Supervisory:

• Lead, mentor, and develop a team of IT support specialists, providing guidance, support and learning opportunities.
• Foster a collaborative and positive team environment, encouraging open communication and teamwork.
• Contribute to developing and maintaining documentation for processes and procedures.
• Collaborate with IT management to develop and implement strategies for continuous improvement.
• Oversee daily operations of the help desk, ensuring timely ticket resolution and high levels of customer satisfaction.
• Monitor team performance metrics.

Service Desk Management:

• Manage and prioritize the service desk ticketing system, ensuring SLAs are met.
• Analyze and report on service desk performance metrics, identifying areas for improvement.
• Coordinate with other IT departments and stakeholders to resolve complex issues and implement solutions.
• Drive continuous improvement initiatives to enhance service delivery and customer satisfaction.

Requirements

Education and Certifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Additional certifications (e.g., CompTIA A+, Microsoft Certified IT Professional, ITIL Foundation) are a plus.

Experience:

• Minimum of 5 years of experience in an IT support role, with at least 2 years in a supervisory or team lead position.
• Proven track record of managing IT service desk operations and improving service delivery.
• Experience with IT service management tools and software.

Skills:

• Strong technical troubleshooting and problem-solving skills.
• Proficiency in network infrastructure, hardware, and software.
• Excellent leadership and team management abilities.
• Superior communication and interpersonal skills.
• Ability to handle high-pressure situations and prioritize tasks effectively.

Benefits

Salary is $65,000+ based on qualifications and experience.

3KeyLogic offers the following benefits:

• Medical, Dental, and Vision
• Life and Disability
• 401K Plan
• PTO and Paid Holidays