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About the Role

Service Express is looking for a passionate and experienced IT Service Desk Team Leader to drive the success of our regional Service Desk operations. This is a hands-on leadership role that combines technical oversight with people management. You’ll play a key part in ensuring world-class internal support services, fostering a high-performing team, and living out our “People-Powered” culture every day.

 

What You’ll Be Doing

• Lead and coach a regional IT Service Desk team, driving service excellence and responsiveness.
• Monitor daily ticket queues, team performance, and workflows to ensure SLA and KPI targets are consistently met.
• Act as an escalation point for complex technical incidents and service requests.
• Promote a culture of exceptional customer service, empathy, and accountability.
• Collaborate across IT (Infrastructure, Security, Software, etc.) to ensure seamless service delivery.
• Develop and maintain internal documentation, including SOPs and knowledge base articles.
• Drive process improvements, support new technologies, and participate in IT project initiatives.
• Maintain IT security compliance through regular audits and secure practices.
• Support recruitment, onboarding, and training of new team members.
• Provide timely reports to the Global IT Service Desk Manager regarding performance and operational insights.
• Oversee IT asset management and ensure quarterly audits are completed accurately.
• Participate in the 24×7 on-call rotation for escalations as needed.

 

What You’ll Bring

• 5+ years of experience in IT support or service desk roles, with at least 2 years in a leadership capacity.
• Proven ability to manage and motivate technical teams in dynamic, fast-paced environments.
• Strong technical acumen with knowledge of:
• Windows, macOS, and Office 365
• Active Directory, Intune, MDM solutions
• Remote support tools (e.g., Screen Connect), ticketing systems (e.g., ServiceNow)
• Standard IT hardware (laptops, docks, video conferencing)
• Solid understanding of ITIL processes; ITIL Foundation certification preferred.
• Experience working with both Mac and Windows systems in a corporate setting.
• Strong interpersonal skills and the ability to build relationships with stakeholders at all levels.
• Self-starter mindset with a focus on continuous improvement and results.

 

Key Competencies

• Leadership, coaching & team development
• Analytical thinking & decision-making
• Time management & prioritization
• Customer service orientation
• Adaptability & flexibility
• Integrity, accountability & professionalism

 

Why Join Service Express?

• • $75k – $85k base salary
  • Workplace flexibility that empowers our employees
  • Personal growth and advancement opportunities
  • Paid volunteer hours and your birthday off
  • Multiple health insurance offerings starting on day one
  • 50% reimbursement on health club memberships
  • 401(k) match with company contribution