Service Desk Lead

About the Company

Cloud5 Communications delivers exceptional customer experiences through managed IT services (MSP) and innovative High-Speed Internet / network managed services, cloud-based telephony solutions, and contact center services for the hospitality industry. We combine cutting-edge technology with hospitality expertise to help the world's leading brands deliver outstanding guest experiences.

Position Summary

The Service Desk Lead is responsible for overseeing the daily operations of the Cloud5 Service Desk, supporting hospitality clients across multi-property environments. This role ensures efficient ticket flow, strong team performance, and high-quality client support in a fast-paced, 24/7 environment where IT issues directly impact hotel operations and guest experience.

The Service Desk Lead serves as the primary escalation point, driving accountability, enforcing processes, and coordinating with internal teams, vendors, and property leadership to ensure timely resolution of issues.

What You’ll Do (Essential Responsibilities)

• Lead and support Tier 1–2 technicians by ensuring strong performance, accountability, and real-time queue management, maintaining proper coverage in a 24/7 environment, and serving as the primary escalation point for high-impact, guest-facing, and operational issues
• Oversee ticket flow to ensure timely response, resolution, and SLA adherence, prioritize work based on business and guest impact (PMS, POS, network, Wi-Fi), and enforce ticket quality standards while driving same-day resolution and reducing backlog
• Ensure proper escalation paths are followed, quickly identify critical issues, remove roadblocks to maintain momentum on high-priority or aging tickets, and coordinate with internal teams, vendors, and property contacts to drive resolution
• Maintain clear, professional communication with hotel staff and leadership, prioritize based on operational and guest impact, and step in on escalations to ensure client confidence and service quality
• Enforce Service Desk policies, procedures, and security standards while identifying workflow gaps, driving process improvements, and ensuring proper handling of high-risk scenarios (e.g., compromises, offboarding, PCI concerns)
• Support technician onboarding, training, and development while promoting documentation and knowledge sharing, and provide leadership with performance insights, including support for major incident management and post-incident reviews

Other Duties

We expect this role to evolve. Other responsibilities may be assigned based on business needs.

What You’ll Bring (Required Qualifications)

• 4 years in IT support within an MSP environment
• 1 years in a Lead or Senior position on a Service Desk Team
• Strong knowledge of Microsoft 365, Azure, Windows Server, networking fundamentals, and endpoint management
• Experience with PSA/RMM tools 
• Proficiency with CRM or ticketing systems
• Excellent communication and leadership abilities
• Strong organizational skills with a process improvement mindset
• Diplomatic and solutions-oriented, with the ability to handle client satisfaction issues
• Experience supporting hospitality or multi-site environments preferred
• Understanding of hotel systems (PMS, POS, networking, guest Wi-Fi) is a strong plus
• Strong knowledge of IT support tiers, escalation paths, and ticketing systems
• Ability to prioritize in high-pressure situations with direct guest impact
• Strong focus on accountability, efficiency, and continuous improvement

Compensation & Benefits

• Benefits include medical, dental, vision, 401(k), flexible PTO, parental leave, and more

Cloud5 Communications is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

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