Service Desk Team Lead

Job Description

Job Description

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 :

Active Directory / Entra ID for user account support

EDUCATION :

LICENSE OR CERTIFICATE REQUIRED :

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.