What are the responsibilities and job description for the IT Service Desk Lead position at Pipestone (Emp Serv LLC)?
IT Service Desk Lead
Location: Pipestone, MN or Brandon, SD
Are you an experienced IT professional who enjoys solving complex technical challenges while leading and mentoring a team? PIPESTONE is looking for an IT Service Desk Lead to oversee daily help desk operations, support escalated technical issues, and help drive exceptional service for our internal customers.
What You'll Do
✅ Lead, coach, and develop Help Desk team members
✅ Manage ticket queues, workload distribution, and service quality
✅ Serve as the escalation point for complex Tier 2 and Tier 3 technical issues
✅ Troubleshoot hardware, software, networking, Microsoft 365, Active Directory/Entra ID, Teams, Outlook, and more
✅ Collaborate with infrastructure, security, and application teams to resolve challenging issues
✅ Improve IT support processes, documentation, and knowledge base resources
✅ Monitor service metrics and identify opportunities to enhance efficiency and customer satisfaction
✅ Deliver outstanding support and communication to employees across the organization
What We're Looking For
✔️ 3 years of IT support experience, including Tier 2 and Tier 3 troubleshooting
✔️ Previous leadership, supervisory, or team management experience within IT support
✔️ Strong customer service mindset and problem-solving skills
✔️ Experience with ticketing/IT service management platforms
✔️ Proficiency supporting Microsoft environments, including Windows, Microsoft 365, Active Directory/Entra ID, Teams, and Outlook
Preferred Qualifications
⭐ Experience leading a Help Desk, Service Desk, or Desktop Support team
⭐ Knowledge of endpoint management, device imaging, software deployment, and user provisioning
Join a company that values innovation, teamwork, and delivering exceptional technology support. If you're ready to lead by example and make a meaningful impact, we'd love to hear from you!
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