Job Description

What This Role Is All About

This is a hands-on, in-office, leadership role.

You’ll lead the day-to-day operation of the IT Service Desk while also providing Level 1 & 2 support. You’re the person who ensures tickets move, standards are upheld, and the team is set up to succeed.

Just as importantly, you’ll help build a high-performing help desk team coaching others, improving processes, and raising the bar for service across the company.

What You’ll Be Doing

• Acting as the lead point of contact for IT support across the business
• Coordinating daily help desk operations (triage, prioritization, assignment, follow-up)
• Providing hands-on Level 1 & 2 support across hardware, software, and user issues
• Coaching and supporting help desk team members to build capability and confidence
• Driving service quality, accountability, and responsiveness
• Identifying gaps and improving processes, documentation, and efficiency
• Supporting onboarding/offboarding and end-user setup
• Performing hands-on fixes when remote support isn’t enough
• Escalating complex (Level 3) issues to Systems Administrators
• Ensuring consistent, professional communication with all users

What You Bring

• 3+ years of progressive IT support or service desk experience
• Strong troubleshooting skills across hardware, software, and user environments
• Experience with Microsoft 365 and common business applications
• Confidence working with ticketing systems and managing multiple priorities
• Ability to lead by example and support others in a fast-paced environment
• Strong communication skills with both technical and non-technical users
• A proactive mindset, you don’t wait for problems, you solve and improve them

Bonus if you’ve:

• Helped lead or mentor a help desk team
• Built SOPs, knowledge base content, or improved support processes

Work Environment

• Full-time, in-office role
• Fast-paced, service-driven environment
• Supporting teams across 16 locations
• Occasional travel to support other sites

Why This Role Stands Out

• Starting salary of $75,000+
• A true player-coach leadership role (not just a title)
• High visibility and impact across the organization
• Opportunity to shape how IT support is delivered at scale
• A role where you can grow both technically and as a leader

Ready to Take the Lead?

If you’re someone who takes ownership, leads from the front, and wants to make a real impact we want to hear from you.

Apply today and help us build a help desk function that keeps the entire business moving.