Service Desk Team Lead

Lead the daily operations of the Service Desk team to ensure consistent delivery of high-quality technical support across the organization. Provide hands-on assistance, manage escalations effectively, oversee project completion, and serve as a key communication bridge between users and the IT department. The ideal candidate is tactful, skilled at navigating complex stakeholder relationships, and dedicated to delivering a high-touch, customer-focused support experience.

ESSENTIAL FUNCTIONS/TASKS:

• Lead, coach, and mentor the Service Desk team to ensure consistent, high-quality end-user support.
• Provide timely, hands-on technical assistance to the organization's 300 users across desktop, mobile, and cloud-based platforms. 
• Deliver empathetic and diplomatic technical support to executive and high-profile users. 
• Maintain troubleshooting documentation in the Ticket Management knowledge base to ensure rapid issue resolution.  
• Analyze incident trends and proactively address recurring or potential issues.
• Collaborate with the Infrastructure and Software Support teams to restore service during outages.  
• Oversee project tasks to ensure deliverables are completed within scope and schedule.   
• Foster a Security-first culture across the Service Desk and among end users.
• Own and manage the Security Awareness Training program and application-specific user training. 
• Escalate security incidents to Senior Systems Engineers and the CIO in accordance with Incident Response protocols.
• Coordinate with Infrastructure during security incidents to support containment and recovery efforts.
• Enforce Approved organizational IT security policies and procedures.
• Ensure all service desk activities comply with established security governance requirements.
• Promote good cybersecurity practices among users during support interactions.
• Adhere to Change Management process when implementing system changes or introducing new services that impact users or security.  
• Perform other duties and responsibilities as assigned or directed by the Chief Information

EXPERIENCE, TRAINING, SKILLS REQUIRED:

• Passionate about delivering outstanding customer service.
• Exceptional analytical and problem-solving abilities.
• Excellent written, oral, and interpersonal communication skills.
• Proven experience as a Service Desk Lead, IT Support Lead, or Help Desk Supervisor.
• Strong customer service orientation and ability to build trust with users at all levels.
• Ability to manage time effectively while working on several competing business priorities.
• Hands-on experience with:
  1. Active Directory / Entra ID for user account support
  2. Intune for device provisioning and policy enforcement
  3. Remote support tools for desktop and application troubleshooting
  4. Microsoft 365 and Adobe Creative Cloud applications
  5. Enterprise printer support and queue management
  6. Zoom Rooms and Microsoft Teams for unified communications
  7. Windows, macOS, iOS, and Android device support
  8. Password manager tools for credential setup and user onboarding
• Advanced knowledge of desktop operating systems, endpoint security, and software installation in a managed enterprise environment.
• Experience managing and delegating tasks using ITSM platforms (e.g., ServiceNow, Jira, Zendesk, ServiceDesk).

EDUCATION:

• Bachelor's degree in information technology or related field preferred.

LICENSE OR CERTIFICATE REQUIRED:

• Microsoft 365 Certified: Endpoint Administrator Associate.
• CompTIA A or Network .
• ITIL Foundation.

TRAVEL REQUIREMENTS:

Limited travel to properties and/or regional offices will be required.

Schnitzer Properties offer a full benefits package with medical, dental, vision, 401k, and FSA options as well as vacation, sick, and holiday pay.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.