Job Description – IT Service Desk Lead/Manager
Position Title IT Service Desk Lead
Location – Des Moines, IA
Experience - 8–10 Years
Team Size 20+ Service Desk Analysts and Senior Analysts
Job Summary
The IT Service Desk Lead is responsible for leading and managing a 24x7 global IT Service Desk operation supporting end users across multiple locations. The role is accountable for service delivery excellence, SLA compliance, team leadership, customer satisfaction, incident management, continuous service improvement, and operational governance. The Service Desk Lead acts as the primary escalation point for critical issues and drives operational efficiency through process optimization, automation, and knowledge management initiatives.
Key Responsibilities
Service Delivery & Operations
Lead daily operations of the IT Service Desk supporting enterprise users globally.
Ensure adherence to contractual SLAs, KPIs, OLAs, and customer experience targets.
Manage incident, request, problem, and major incident processes in accordance with ITIL practices.
Act as the primary escalation point for critical and high-priority incidents.
Ensure timely resolution and customer communication for service-impacting issues.
Monitor queue health, workload distribution, and workforce utilization.
Team Leadership
Manage a team of approximately 20 Service Desk professionals.
Conduct regular team huddles, coaching sessions, and performance reviews.
Drive employee engagement, motivation, and career development initiatives.
Identify skill gaps and execute training and development plans.
Manage staffing, shift planning, leave management, and resource allocation.
Customer & Stakeholder Management
Serve as the primary operational interface for customer stakeholders.
Participate in operational reviews, governance meetings, and customer escalation calls.
Build strong relationships with business users, resolver groups, and third-party vendors.
Drive customer satisfaction and continuous improvement initiatives.
Reporting & Governance
Prepare and present weekly, monthly, and quarterly service reports.
Analyze service desk performance trends and recommend improvement actions.
Conduct root cause analysis and publish improvement plans.
Track and report SLA compliance, ticket trends, productivity, and customer satisfaction metrics.
Continuous Improvement & Automation
Identify opportunities for service improvement and automation.
Enhance knowledge management processes and maintain knowledge articles.
Drive self-service adoption, shift-left initiatives, and ticket reduction strategies.
Participate in transition, transformation, and process-improvement programs.
Quality & Compliance
Ensure adherence to ITIL best practices and organizational standards.
Conduct quality audits and monitor analyst performance.
Ensure compliance with security, audit, and regulatory requirements.
Maintain documentation, SOPs, and operational runbooks.
Required Technical Skills
ServiceNow or equivalent ITSM platforms
Incident, Request, Problem, and Change Management
Microsoft 365, Windows, Active Directory, Azure AD
Remote Support Tools
Knowledge Management Platforms
Service Desk Analytics and Reporting
Call Center / Omnichannel Support Platforms
Basic understanding of EUC, Networking, Collaboration, and Infrastructure Services
Key Performance Indicators (KPIs)
SLA Achievement (%)
First Contact Resolution (FCR)
Average Speed to Answer (ASA)
Abandonment Rate
Customer Satisfaction (CSAT)
Ticket Backlog Reduction
Knowledge Article Utilization
Employee Satisfaction & Attrition Metrics
Automation and Continual Improvement Deliverables
Required Soft Skills
Strong leadership and people management
Excellent verbal and written communication
Executive-level stakeholder management
Conflict resolution and escalation management
Analytical and problem-solving skills
Ability to perform under pressure in critical situations
Continuous improvement mindset
