Service Desk Lead

VertinFargo, ND

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Overview

Schedule

Full-time

Career level

Director

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Job Description

We are seeking a Service Desk Team Lead to oversee our Technical Service Consultants within our Managed Services practice. This individual will be responsible for leading daily support operations, managing ticket queues, maintaining SLA compliance, and ensuring exceptional client experience. The ideal candidate combines strong technical support experience with leadership ability and a proactive approach to identifying service and sales opportunities.

Requirements

Team Leadership

· Lead, mentor, and develop Technical Consultants

· Conduct regular performance coaching and ticket quality reviews

· Facilitate daily stand-ups and team meetings

· Support recruiting, onboarding, and training of new team members

Queue & Operations Management

· Manage and prioritize service desk ticket queues

· Ensure SLA adherence and timely issue resolution

· Act as escalation point for service desk team

· Monitor KPIs including response times, resolution times, and CSAT

· Drive continuous process improvement

Client Experience

· Ensure high-quality client communication and professionalism

· Address client escalations and service concerns

· Identify recurring issues and recommend long-term solutions

Inside Sales & Growth Support

· Identify upsell opportunities during support interactions

· Support account management team with service expansion initiatives

· Contribute to revenue growth through proactive service recommendations

Qualifications

· 5+ years IT support experience (MSP experience preferred)

· Prior team lead and supervisory experience

· Strong understanding of ticketing systems and SLA management (preferred)

· Excellent communication and client service skills

· Comfortable identifying and supporting sales opportunities

· Strong organizational and problem-solving skills

Benefits

Health Care Plan (Medical, Dental & Vision)
Retirement Plan (401k, IRA)
Life Insurance (Basic, Voluntary & AD&D)
Paid Time Off (Vacation, Sick & Public Holidays)
Family Leave (Maternity, Paternity)
Short Term & Long Term Disability
Training & Development
Wellness Resources

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FAQs About Service Desk Lead Jobs at Vertin

What is the work location for this position at Vertin?

This job at Vertin is located in Fargo, ND, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.

What pay range can candidates expect for this role at Vertin?

Employer has not shared pay details for this role.

What employment applies to this position at Vertin?

Vertin lists this role as a Full-time position.

What experience level is required for this role at Vertin?

Vertin is looking for a candidate with "Director" experience level.

What benefits are offered by Vertin for this role?

Vertin offers following benefits: Health Insurance, Dental Insurance, Vision Insurance, Life Insurance, and Paid Vacation for this position. Actual benefits may vary depending on the employer's policies and employment terms.

What is the process to apply for this position at Vertin?

You can apply for this role at Vertin either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.