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Team Lead, Service Desk


  • Location: Tampa, Florida
  • Type: Direct Hire
  • Job #435

Team Lead, Service Desk Role:


The Team Lead (Remote) will oversee the Service Desk function in a working capacity. Key accountabilities will be ensuring incidents and requests are logged, tracked, resolved, and measured against Service Desk SLAs. Provide guidance and request/ incident resolution delivering an Industry-leading customer experience. 



  • Leads Service Desk coverage and adjusts schedules to shift hours, staffing, etc.
  • Trouble-shoot, resolve and escalate customer issues for which Service Desk Technicians are unable to resolve
  • Provide feedback and updates to customers (and other appropriate Teammates) through to the resolution of requests and incidents
  • Tracks customer or other Service Desk operational issues and follows up as needed
  • Tracks and maintains aging open incidents for the Service Desk
  • Identifies resources in the Service Desk area to participate in cross-training 
  • Assists with onboarding of new teammates
  • Reviews performance results for the Service Desk, identify opportunities for improvement, and makes/implements improvement suggestions
  • Provides coaching, mentoring, and training to the Service Desk team 
  • Performs dispatching/ triaging of customer requests and incidents to the Service Desk and other Technical Operations teams
  • Review and provide scoping of non-standard requests acting as the liaison to the Relationship Management team
  • SLA monitoring and management of customer requests and incidents 



  • 2+ years in a technical team lead role 
  • 3+ years of recent computer, server, and network troubleshooting experience. 
  • Customer-oriented, cool-tempered, highly organized, and a self-starter
  • Certifications: ITIL, MCP, MCSA, CCNA, or similar
  • Must be resourceful and able to take initiative in a dynamic environment
  • Ability to troubleshoot technical problems effectively and efficiently
  • Working knowledge of current Microsoft desktop and server operating systems
  • Advanced knowledge of computer and server hardware
  • Professional customer service skills
  • Strong written and oral communication skills
  • Identify trends within the Service Desk to drive automation and efficiency 
  • Ability and willingness to work in an environment providing 24x7x365 support
  • Ability and willingness to participate in a standard on-call rotation for after-hours support
  • Uphold company core values and standards with all customers

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