IT Service Desk Lead

Tandy Leather Factory Inc. is seeking a dynamic and experienced IT Service Desk Manager to lead our technical support team. In this crucial role, you will be responsible for overseeing the day-to-day operations of our IT service desk, ensuring the delivery of exceptional customer service to our internal clients. 

The ideal candidate will have a strong background in implementing and maintaining ITIL best practices, managing a team of skilled technicians, and continuously improving service delivery processes. You will play a pivotal role in bridging the gap between our IT department and end-users, fostering a culture of excellence in customer support while aligning service desk operations with our organization's broader IT strategy and business objectives.

Location: Fort Worth, TX
Reports To: Senior Manager IT Service Desk
Collaborates With: IT Team, Stores, Distribution Center, Corporate teams 

Position Overview 

The IT Service Desk Lead will be responsible for ensuring that all technology support requests are handled efficiently and within agreed Service Level Agreements (SLAs). This is a hands-on, customer-facing leadership role—the individual will work tickets directly while also monitoring service desk performance, producing operational reports, and driving continuous improvement by implementing ITIL-based processes. The role supports Tandy’s retail stores, distribution center, and corporate users, requiring strong interpersonal skills and a service-oriented mindset. 

Key Responsibilities 

• Lead day-to-day IT service desk operations, ensuring all incidents and requests are logged, tracked, and resolved within SLA.
• Serve as a primary point of contact for end users, delivering high-quality, customer-focused support.
• Act as the escalation point for complex or high-priority issues, driving timely resolution.
• Work tickets directly, providing hands-on support to retail stores, the distribution center, and corporate teams.
• Develop, implement, and maintain ITIL-based processes (Incident, Problem, Change, and Request Management).
• Create, analyze, and distribute service desk reports, highlighting SLA compliance, ticket volume trends, and opportunities for improvement.
• Monitor and optimize ticket queues, ensuring fair distribution of workload and timely resolution.
• Provide guidance, coaching, and support to service desk team members (if applicable).
• Collaborate with infrastructure, network, and application teams to resolve recurring issues and improve user experience.
• Document solutions, create knowledge base articles, and promote self-service capabilities where appropriate.
• Contribute to IT projects impacting service desk operations, retail technology, and corporate systems.

Required Skills & Experience 

• Hands-on IT support experience (minimum of 5 years) in a service desk or technical support environment.
• Proven ability to deliver exceptional customer service in a front-line IT support role.
• Strong knowledge of networking fundamentals (LAN/WAN, VPN, Wi-Fi troubleshooting) in Cisco Meraki, Catalyst and Fortinet equipment.
• Experience with Zebra printers and Apple/Android handheld devices managed thru a MDM (NinjaOne, JAMF, Intune).
• Experience with Microsoft Entra (Azure Active Directory) and IAM (Identity and Access Management).
• Proficiency in Windows operating systems, Office 365, and endpoint management.
• Familiarity with ITIL principles and practical experience applying them to service desk operations.
• Excellent troubleshooting and problem-solving skills with a customer-first mindset.
• Ability to produce clear, actionable reports and communicate insights to leadership.
• Strong written and verbal communication skills, with the ability to explain technical issues to non-technical users.
• Highly organized, detail-oriented, and able to manage competing priorities in a fast-paced environment.

Preferred Qualifications 

• Experience supporting Point of Sale (POS) systems in a retail environment.
• Background in configuration and use of network monitoring platforms such as LogicMonitor, PRTG, Nagios, Zabbix.
• Extensive experience with IT Service Management tools (e.g., Freshservice, ServiceNow, Jira Service Management). Have the ability to maintain and configure service management tools.
• Knowledge of Microsoft Dynamics 365 or similar ERP systems.
• Previous experience in a multi-site retail or distribution organization.
• Strong problem-solving, troubleshooting, and communication skills.  Demonstrated ability to effectively communicate and quickly build rapport with C-suite executives while delivering premium, white-glove technical support.
• Extensive background configuring devices for Zero Touch Deployment to streamline processes.
• Ability to train and support end users and collaborate across departments.
• Willingness to work weekend shifts and serve as part of the on-call IT support rotation.

EQUAL EMPLOYMENT OPPORTUNITY

Our Company is committed to equal employment opportunity in all aspects of employment. We will not discriminate against employees or applicants for employment on any legally-recognized basis including, but not limited to: veteran status, race, color, religion, sex, marital status, sexual orientation, national origin, physical and/or mental disability, age, creed, arrest records, genetic predisposition or carrier status, and/or participation in lawful activities outside the workplace.

ABOUT TANDY

Tandy Leather Factory, Inc., (http://www.tandyleather.com), headquartered in Fort Worth, Texas, is a specialty retailer of a broad product line, including leather and leatherworking tools buckles and adornments, leather dyes and finishes, saddle and tack hardware, and do-it-yourself kits. Tandy Leather distributes its products through its 100 North American stores in 41 US states and 6 Canadian provinces and one international store located in Spain. Its common stock trades on the Nasdaq with the symbol "TLF". 

Tandy Leather is an equal opportunity employer, and we participate in E-Verify.