IT Service Desk Lead

Overview

The I.T. Service Desk Lead is responsible for the day-to-day operations of the Service Desk, ensuring high-quality, efficient, and customer-focused IT support 24x7. This role acts as a working lead—balancing hands-on support with leadership responsibilities. The Service Desk Lead drives operational excellence through metrics, reporting, and continuous improvement, while fostering a collaborative and service-oriented team culture.

Responsibilities

• Oversee daily Service Desk operations, ensuring timely and effective resolution of incidents and service requests.
• Serve as the primary escalation point for complex technical issues, providing hands-on support as needed.
• Monitor, analyze, and report on Service Desk metrics (e.g., SLAs, ticket volume, resolution times, customer satisfaction) to identify trends and drive continuous improvement.
• Collaborate with the Global Service Desk Manager to align local operations with global ITIL/ITSM standards and business objectives.
• Lead, mentor, and coach Service Desk team members, fostering skill development and a high-performance culture.
• Establish and maintain asset management system for all assets.
• Develop and maintain knowledge base articles and self-service resources to support shift-left and automation initiatives.
• Coordinate with internal IT teams and external partners to resolve issues and implement process improvements.
• Ensure compliance with company policies, audit requirements, and asset management procedures.
• Participate in regular service reviews and contribute to executive reporting as required.
• Support onboarding and offboarding processes for end users, ensuring a seamless experience.
• Identify areas of cost savings and productivity improvements
• Manage offshore resources to help achieve 24x7 support and promote collaboration amongst US and offshore teams.
  
  

Qualifications

• Bachelors Degree preferred. Equivalent experience, education and/or certifications may be considered in lieu of Bachelors.
• 4 years experience with degree
• 8 years relevant experience without degree
• Experience in a lead or supervisory role within a Service Desk environment.
• Strong understanding of ITIL/ITSM processes; ITIL certification preferred.
• Demonstrated ability to analyze and report on operational metrics.
• Excellent communication, customer service, and problem-solving skills.
• Experience with asset management, ticketing systems, and process improvement.
  
  

Skills

• Possess a thorough understanding of the financial impact of specific role and basic understanding of other functions within the business
• Collaborate with customers to clarify and document specific requirements
• Participate in system designs sessions with customers, identifying issues, and recommending resolutions
• Define and document the pros and cons of potential solutions and communicate with your team
• Participate in technical discussions with vendors and consultants
• Facilitate customer service feedback process and adjust process to improve customer service
• Strong written and oral communication skills
• Analyze root causes and recommend ways to fix the issue
• Understand vendor relationships and when to involve supervisors
• Work in a team setting to improve oneself and coworkers
  
  

Benefits & Perks - What’s In It For You*

Benefits

Hussmann is committed to supporting your total wellbeing through a wide variety of benefits and wellness programs to support your physical, emotional, financial, social, and environmental health. Here’s what you can expect:

• Health Benefits - Offering medical, dental, vision, prescription plans, plus Health Savings Account and Flexible Spending Account options.
• Voluntary Benefits - Life, accident, critical illness, disability, legal, identity theft, and pet insurance.
• Hussmann Retirement Savings & Investment Plan - 401(k) plan with company matching contributions and immediate vesting.
• Paid Time-Off Benefits - Paid time off, stewardship and parental leave.
• Educational Assistance - Tuition reimbursement for job-related courses after six months of service.
• Health Management and Wellbeing Programs -EAP, virtual health management, chronic condition, and tobacco cessation.
• Available to eligible employees starting the first day of the month following their start date. Eligibility for each benefit may vary based on employment status.
  
  

About Hussmann

For over a century, Hussmann Corporation has been a global leader in commercial refrigeration equipment — delivering solutions that meet the demands of the modern food retailing industry. Headquartered in St. Louis, MO, Hussmann offers a diverse range of products and connected solutions designed to enhance operational efficiency, optimize visibility of merchandise, and keep food fresh. With a nationwide network of skilled technicians, Hussmann goes beyond manufacturing — a trusted partner, relentlessly driving customer success. For more information about Hussmann, please visit www.hussmann.com.

Hussmann is a subsidiary of Panasonic USA.

Hussmann is proudly committed to creating an inclusive environment. All qualified applicants will receive consideration for employment without regard to veteran status, disability, age, race, color, religion, sex, national origin, genetics, medical condition, or any other characteristic protected by law.

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