IT Service Desk Team Lead

Crisis24•Annapolis, MD

7d•$70,000 - $80,000•Onsite

About The Position

The IT Service Desk Team Lead is responsible for overseeing the day-to-day operations of the IT Service Desk function while continuing to provide hands-on 1st and 2nd level technical support to Crisis24 end users, both in-office and remotely. This role combines advanced technical troubleshooting with leadership responsibilities, including coordinating workload, mentoring team members, and driving continuous improvement in service delivery and customer experience. The IT Service Desk Team Lead acts as an escalation point for complex issues, ensures adherence to standards and procedures, and supports the IT Manager in planning, prioritization, and execution of initiatives impacting the end-user environment. Strong leadership, communication, problem-solving, and multitasking skills are essential for success in this role.

Requirements

Proven experience in Senior IT support / Service Desk and IT Coordinator roles.
CompTIA A+, Bachelor’s degree or recognizable equivalent.
Strong knowledge of Windows and macOS operating systems.
Strong knowledge and experience with Active Directory, MS Entra ID, MS Office 365, Okta, and the Atlassian suite.
Excellent problem-solving skills and ability to work independently.
Customer-oriented approach with effective communication and interpersonal skills.
Minimum of 2 years of experience in IT support with a preference for IT Support coordination and/or Systems Administrator duties.
Professional, self-motivated, flexible, and able to meet deadlines under a high-volume workload in a fast-paced, constantly changing environment.
Empathetic communicator with experience supporting C suite executives.
Proactive self-starter with experience managing people in different time zones.
Strong technical understanding of enterprise grade hardware, software and infrastructure.
Strong understanding of IT Asset Management and TCO.
Proven experience prioritizing deliverables and reporting on KPI’s.
Attention to detail and strong organization with a large volume of tasks and responsibilities.

Nice To Haves

Experience working for a Managed Services Provider.
Computer Science Bachelor’s degree, CompTIA Security+, CompTIA a+ Network, or ITIL Foundation are a plus.

Responsibilities

Coordinate the day-to-day activities of the IT Service Desk team in North America (NA), including ticket assignment, queue management, and prioritization of requests based on impact and urgency.
Manage and maintain all technology in the Crisis24 offices in the NA regions.
Serve as the primary escalation point for complex or high-priority incidents, working hands-on to resolve issues and guiding team members through troubleshooting steps.
Conduct 1-on-1 coaching, and informal performance feedback to IT Service Desk employees, helping develop their technical and service delivery skills.
Oversee and manage essential IT inventory by office and division, making sure there is enough hardware to support business operations while adhering to individual divisional budgets.
Ensure accurate documentation of support requests, solutions, and troubleshooting steps in the ticketing system and knowledge base; promote consistent use of documentation across the team.
Support onboarding, training, and cross-training of new and existing team members on tools, procedures, and best practices.
Collaborate with other IT teams to escalate complex issues, ensuring timely resolution and clear communication with end users.
Manage support coverage and on-call rotations to maintain 24/7 Emergency IT Support.
Help foster a positive, collaborative, and customer-focused team culture aligned with company values and a high-performance environment.