Information Technology Team Lead

IT Service Desk Team Leader

About the Position

We are seeking an experienced IT Service Desk Team Leader to lead our IT Service Desk team and provide top-tier IT support across all users within our organization, with a specific focus on providing white-glove service to key executives in both office and residential environments. This critical role is responsible for maintaining a high standard of IT services, ensuring seamless operations, and delivering exceptional customer service. The ideal candidate will demonstrate strong leadership skills, expertise in managing a broad spectrum of enterprise-wide devices (with a particular focus on Apple products), and a customer-centric approach. Reporting to the Vice President of Information Technology, this individual will possess hands-on problem-solving abilities, exceptional follow-through, and a calm, composed demeanor.

This role reports to the VP of Information Systems with a dotted line to the reporting structure to the IT Support Manager.

Key Responsibilities

• Team Leadership: Lead, mentor, and develop the service desk team to deliver high-quality support services while serving as the primary advocate for the team.
• Device Management: Oversee and maintain all enterprise-wide devices, including desktops, laptops, tablets, and smartphones for executives. Manage audio/video conferencing systems, as well as technology in both office meeting rooms and residential settings to ensure seamless functionality.
• Network Support: Ensure robust and reliable Wi-Fi connectivity in both office and residential environments.
• Service Management: Oversee the lifecycle of service requests from all employees, ensuring proper receipt, prioritization, and assignment while meeting service level agreements.
• Coverage Management: Ensure on-site and remote IT support coverage five days a week, including regular visits to executives' residences to perform maintenance and address technical issues.
• Documentation: Develop and maintain end-user documentation, knowledge base, and records of IT issues and resolutions.
• Performance Monitoring: Track performance metrics such as resolution times and customer satisfaction scores, implementing improvements as needed.
• Customer Service Excellence: Establish high standards for customer interactions across all levels of users and promote a customer-centric culture within the team.
• Vendor Coordination: Manage relationships with external vendors to resolve technical issues related to AV systems, alarm systems, and procure necessary resources.
• Communication: Liaise with IT management and other business units to align service desk objectives with organizational goals.
• Risk Management: Ensure compliance with industry standards and manage risks associated with IT support services.

Qualifications

• Experience: Minimum of 7 years in IT support, with at least 3 years supporting executive-level personnel and 2 years in a leadership or managerial role overseeing an IT Service Desk responsible for a diverse user base.
• Technical Skills: In-depth proficiency with Apple products and ecosystems, as well as a strong command of office productivity software (e.g., Microsoft 365), network management, AV systems, and IT service management platforms such as Freshservice.
• Education Preferred: Bachelor’s degree in a relevant field, and/ or equivalent along certifications such as ITIL, Microsoft, industry-specific certifications, or a Hospitality Certification.
• Ability to work independently and as part of a team
• Team Player: Ability to work effectively both independently and collaboratively within a team, with a collaborative and supportive approach.