Service Desk Lead

Posting Title: Service Desk Lead

Reports To: Manager, IT Service Desk

Location: Ohio | Remote

Salary Range: $31.00/hour to $42.00/hour

Final determination of a successful candidate’s starting pay will vary based on a number of factors, including market location and may vary depending on job-related knowledge, skills, education and experience. The pay scale listed for this position is generally for candidates that meet the specified qualifications and requirements listed on this specific job description. We provide a competitive compensation package that recognizes your experience, credentials, and education alongside a robust benefits program to meet your needs. Our compensation reflects the cost of labor across several US geographic markets.

WHO WE ARE

For more than 70 years, Cupertino Electric, Inc. (CEI) has been powered by people who’ve built a reputation for delivering high-profile, complex projects. Real, tangible things that alter the landscape and improve lives. But even more than that, we’ve built a reputation for integrity. We’re problem solvers and innovation seekers. We’re team players and safety fanatics. And we always—always—do the right thing. Even when no one is looking. Because what we do here is important, but how we do it is everything.

THE IT TEAM

Our projects may be complex, but our approach is simple: We build great things and we do it with great people. Using well-designed processes and controls, integrating smart and reliable solutions, and providing access to the information needed, our IT Team comprised of seasoned and experienced professionals, enable the success of the organization. We do this while minimizing operational and financial impact.

ABOUT THE ROLE

The Service Desk Lead provides hands-on leadership and operational oversight for the IT Service Desk, ensuring prompt and professional support for all end-user incidents and service requests. This role is responsible for managing ticket workflows in our service desk system, monitoring performance against SLAs, acting as the first point of escalation, and maintaining a high standard of service delivery. The Service Desk Lead mentors a team of technicians and plays a critical role in the day-to-day execution of IT support services.

• Lead and coordinate the daily operations of the service desk.
• Monitor and manage incident and request queues to ensure SLA compliance.
• Oversee the triage, assignment, and prioritization of tickets in the ITSM platform.
• Act as the first point of escalation for unresolved or complex issues.
• Communicate with users during major incidents, service disruptions, or outages.
• Own and manage Incident and Request workflows within the ITSM platform.
• Mentor, coach, and support professional development of service desk staff.
• Coordinate shift schedules, PTO coverage, and staffing adjustments as needed.
• Maintain and update internal knowledge base articles and standard operating procedures (SOPs).
• Support the onboarding and offboarding process from a service desk perspective.
• Partner with the ITSM Vendor Support on reporting, metrics, and continual service improvement initiatives.

ABOUT YOU

• Strong understanding of ITIL-based service management principles.
• Proficient in the use of ITSM platforms, preferably Freshservice.
• Excellent communication skills, both written and verbal, with a focus on customer service.
• Proven ability to lead and mentor a technical support team.
• Strong organizational and time-management skills.
• Ability to analyze data and generate insights for process improvements.
• Capable of managing multiple priorities in a fast-paced environment.
• Skilled at incident escalation and resolution with cross-functional IT teams.
• Familiarity with remote support tools, Microsoft 365, Teams Rooms, and Windows environments.

MINIMUM QUALIFICATIONS

Any combination of education and experience that would likely provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications is qualifying.

Education: Associate degree in Information Technology, Computer Science, or a related field (or equivalent experience).

Licensure/Certifications: ITIL Foundations

Experience : 5+ years of experience in an IT support role, with at least 1 year in a team lead or supervisory capacity.

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PLEASE NOTE: CEI will never ask for any money or financial information from applicants during the hiring process. To learn more about "job scams" how to avoid them, click here.

CEI is a place where every single person can—and does—have an impact on the work we do and the communities we serve. Here, you can build your own story and grow to your full potential. You can collaborate and celebrate with amazing people. And you’ll go home every day knowing you helped contribute to important work that shapes people’s lives. Our commercial, data center and energy projects may be complex, but our approach is simple. We build great things and we do it with great people.

The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department, program or project needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.

Cupertino Electric, Inc. (CEI) is proud to be an Equal Employment Opportunity and affirmative action employer. We celebrate diversity and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.

Cupertino Electric Inc. aims to make cei.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, please contact us at [email protected] or 1-(877)-747-4CEI.