IT Service Desk Technical Lead (55883)

The IT Service Desk Technical Lead provides technical leadership, mentoring, and advanced troubleshooting support to the service desk team. This role ensures consistent adherence to technical standards, develops and maintains documentation, supports onboarding and training efforts, and serves as a key escalation point for complex issues. The Technical Lead partners closely with the Service Desk Manager to improve service delivery, drive process enhancements, and elevate the overall technical capability of the team.

Responsibilities:

• Provide technical guidance and mentorship to service desk staff.
• Ensure adherence to organizational technical standards and best practices.
• Develop and maintain technical documentation, procedures, and knowledge base articles.
• Act as an escalation point and assist in resolving complex technical issues.
• Collaborate with the Service Desk Manager to improve service delivery and support processes.
• Monitor, analyze, and interpret technical performance metrics to identify improvement opportunities.
• Support the onboarding and training of new service desk staff.
• Coordinate with other IT teams to ensure seamless support and issue resolution.
• Participate in change management and incident response activities.
• Stay current with emerging technologies and recommend improvements to tools and processes.
• Prepare regular reports and dashboards for senior management on service desk performance.
• Seek opportunities for professional skills advancement with the expectation of at least one relevant skilling addition per year.

Required Experience and Skills:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 3 or more years of experience in IT support or service desk roles.
• Strong troubleshooting skills across hardware, software, and network environments.
• Experience mentoring and training technical staff.
• Proficiency with service desk tools and ticketing systems.
• Excellent written and verbal communication skills.
• Familiarity with ITSM frameworks such as ITIL (ITIL certification preferred).

Additional requirements:

• Experience with scripting or automation tools.
• Knowledge of cloud services and remote support technologies.
• Ability to manage multiple priorities and perform well under pressure.
• Strong documentation and organizational skills.
   

Work Conditions:

• Standard business hours with occasional after-hours support as required.
• Work may include periods of high activity during incidents or major outages.
• Must be able to work collaboratively in a team-focused technical environment.