Service Desk Team Lead
Full-Time | Onsite | Miami, FL | NO C2C
Summary
Our client is seeking an experienced Service Desk Team Lead to provide hands-on technical support and leadership within its onsite IT support organization. This role is ideal for an experienced support professional who can serve as a senior technical resource while also providing day-to-day guidance, mentorship, and support to other technicians.
The Service Desk Team Lead will be responsible for resolving complex technical issues, supporting escalations, maintaining strong service standards, and helping ensure incidents are properly documented and resolved. This person will also assist with technology projects, coordinate with third-party vendors, support meetings and events, and partner with internal teams to provide a consistent, high-quality technology experience.
This is a hands-on position requiring someone who is technically strong, responsive, organized, and comfortable balancing troubleshooting, team support, project work, and customer-facing responsibilities in a fast-paced corporate environment.
Responsibilities
- Serve as a senior technical resource for the IT support team, providing guidance, mentorship, and training to technicians.
- Troubleshoot and resolve complex hardware, software, connectivity, and end-user technology issues.
- Take ownership of escalated incidents through resolution, identifying root causes and recommending improvements to prevent recurring issues.
- Maintain accurate and detailed incident and service request documentation within ServiceNow.
- Help ensure ServiceNow tickets are consistently updated, appropriately prioritized, and moved through resolution in a timely manner.
- Partner with internal clients and senior colleagues to resolve complex technical requests while maintaining a high level of customer service.
- Develop, update, and maintain technical documentation, support procedures, and best practices.
- Lead and coordinate project activities related to the installation, deployment, and configuration of technology equipment across business locations.
- Install, maintain, upgrade, replace, and configure hardware and software as needed.
- Support LAN/WAN connectivity troubleshooting and appropriately escalate server, network, or service outages.
- Coordinate technical support for meetings, presentations, and events, including video conferencing and audiovisual technology.
- Troubleshoot and coordinate support for printers, copiers, and other workplace technology.
- Coordinate equipment repairs and manufacturer warranty services when necessary.
- Monitor and coordinate work performed by third-party technical support providers and contractors.
- Provide regular reporting on support activities, outstanding issues, service needs, and project progress.
- Help establish and reinforce support standards and best practices across the technical support team.
- Support change initiatives and help ensure technology changes are effectively communicated and implemented with minimal business disruption.
Qualifications
- 5+ years of relevant IT support, service desk, desktop support, or end-user technology experience.
- Strong hands-on troubleshooting experience across hardware, software, operating systems, peripherals, and end-user technologies.
- Demonstrated experience serving as a senior or escalation-level technical resource within an IT support environment.
- Experience mentoring, training, or providing day-to-day technical leadership to other IT support professionals.
- Strong experience with incident and service request management, including detailed ticket documentation and issue resolution.
- Experience working with ServiceNow or a comparable IT service management platform.
- Ability to perform and oversee complex technology installations and configurations.
- Working knowledge of LAN/WAN connectivity and the ability to perform initial network troubleshooting and appropriately escalate infrastructure issues.
- Experience supporting video conferencing, audiovisual technology, meetings, and corporate events.
- Experience installing, maintaining, upgrading, and replacing end-user hardware and software.
- Experience coordinating technology deployments, installations, or other IT projects across multiple users or locations.
- Strong customer service skills with the ability to work effectively with internal users, senior stakeholders, technical teams, and external vendors.
- Excellent communication, problem-solving, documentation, and organizational skills.
- Ability to manage competing priorities and respond effectively to urgent technical issues.
- Ability to understand technology changes and their impact on business operations.
- High school diploma or GED required.
- Bachelor’s degree and relevant IT certifications, such as CompTIA A+ or equivalent, preferred.