IT Service Desk Shift Lead

Role Summary

Indy-based IT Service Desk Shift Lead responsible for managing frontline IT operations, ensuring high performance, and driving continuous improvement across the global IT support team. Lead a Tier 1 and Tier 1.5 IT support team, coach staff, and collaborate with Automation and Knowledge Management to streamline workflows and readiness for new tools and technology releases. This role thrives in a fast-paced environment and focuses on delivering exceptional user experiences.

Responsibilities

• Oversee real-time ticket volume, queue management, and staffing coverage to ensure service continuity.
• Monitor and act on key performance indicators such as CSAT, first-contact resolution, and average handle time.
• Collaborate with Workforce Management to ensure optimal scheduling and shift rotations.
• Step in to take calls when volume is high.
• Oversee a team of Tier 1 and Tier 1.5 IT support agents.
• Provide regular coaching, feedback, and mentorship to foster individual and team growth.
• Partner with Automation and Knowledge Management teams to streamline workflows and eliminate friction points.
• Coordinate escalations with Tier 2 and Infrastructure teams to ensure timely and effective resolution.
• Support operational readiness for new tools, scripts, and technology releases.
• Analyze service desk trends to identify training needs and process improvement opportunities.
• Drive global standardization of procedures and performance expectations.
• Conduct daily huddles and provide operational visibility to leadership.

Qualifications

• 5+ years of experience in IT support or service desk roles in a corporate or global environment.
• Working knowledge of ITSM platforms (e.g., ServiceNow), remote desktop tools, and end-user support technologies.
• Ability to build relationships, influence without authority, and drive operational improvements.
• Experience with ITIL practices and service management frameworks.
• Familiarity with automation tools and digital support technologies.
• Experience in managing support operations.
• Strong leadership, communication, and conflict-resolution skills.
• Obsession with great customer support.

Education

• Bachelor’s degree in computer science, Information Systems, or a related technical field.

Additional Requirements

• Shift time will be 11am-8pm and may require non-standard hours; team coverage includes weekdays, weekends, and holidays.