Service Desk Lead

About the Company

The Mi-Case Service Desk Lead serves as the senior practitioner on the Service Desk team, positioned between the Support Specialists and the Service Desk Manager. This role combines hands-on technical support with peer leadership — acting as a training resource and first escalation point for other analysts, and ensuring consistent delivery of outstanding customer service for our cloud-based software products.

About the Role

The Service Desk Lead will assist in the management of ticket queues, monitor SLA compliance, coordinate shift coverage, and support the Service Desk Manager in day-to-day operations. When the Service Desk Manager is unavailable, the Lead serves as the primary escalation point between the service desk team and backend teams such as development and infrastructure. Strong communication, organizational, and problem-solving skills are essential, along with a customer-centric mindset and the ability to lead by example in a fast-paced environment.

Responsibilities

• Team Leadership & Operations
• Mentor and provide day-to-day guidance to Technical Customer Support Specialists, fostering a collaborative, high-performance team culture.
• Assist the Service Desk Manager with workload distribution across the team, balancing ticket queues and ensuring appropriate coverage including rotational on-call scheduling.
• Identify coaching and training opportunities for analysts; support individual professional development and contribute to team huddles as directed by the Service Desk Manager.
• Assist in onboarding and training new support staff, ensuring they develop deep product knowledge and proficiency with support tools.
• Serve as the first escalation point within the team for complex or high-priority support issues, triaging before escalation to the Service Desk Manager or, when the Manager is unavailable, to development or infrastructure teams directly.

• Technical Support
• Provide timely, professional support via email, phone, chat, and ticketing systems to troubleshoot and resolve software issues related to Mi-Case SaaS products.
• Diagnose and resolve technical issues ranging from simple queries to complex software bugs and configuration problems.
• Take ownership of escalated customer issues through to resolution, maintaining clear communication with customers throughout.
• Maintain deep knowledge of Mi-Case products and features, staying current with new releases, updates, and best practices.
• Collaborate with development, product, and QA teams to report bugs, relay customer feedback, and assist in reproducing reported issues.

• Process & Quality Improvement
• Monitor and report on key performance metrics including ticket resolution time, SLA compliance, customer satisfaction (CSAT), and ticket aging.
• Identify trends in support requests and proactively recommend process improvements, training, or product enhancements to reduce recurring issues.
• Create, maintain, and improve internal documentation, FAQs, and troubleshooting guides to support customers and the team.
• Ensure adherence to ITIL/ITSM best practices across service desk operations.
• Participate in or lead post-incident reviews for high-impact issues to drive continuous improvement.

• Stakeholder Communication
• Serve as the communication link between Support Specialists and the Service Desk Manager, ensuring issues and status updates flow appropriately up the chain.
• Escalate systemic product issues, recurring customer pain points, and SLA risks to the Service Desk Manager in a timely manner. When the Service Desk Manager is out of the office or otherwise unavailable, assume the role of primary escalation point between the service desk team and backend teams including development and infrastructure.
• Assist in preparing operational reports and presenting support team performance data to management as needed.

Qualifications

• Bachelor’s degree in Computer Science, Management Information Systems, or a relevant technical field, or equivalent experience.
• Minimum 5 years of related professional experience, including at least 2 years in a technical or application support role.
• Minimum 1–2 years of experience in a lead, senior, or supervisory capacity within a support or service desk environment.
• Demonstrated knowledge of ITIL (Information Technology Infrastructure Library) or ITSM (IT Service Management) frameworks; ITIL Foundation certification preferred.

Required Skills

• Familiarity with SaaS platforms, troubleshooting tools, and foundational software development concepts (e.g., APIs, databases, integrations).
• Proven experience in a technical or customer support role, ideally within a SaaS or enterprise software environment.
• Demonstrated ability to lead, motivate, and develop a team in a customer-facing technical support context.
• Exceptional written and verbal communication skills; ability to translate complex technical information into clear, user-friendly language for diverse audiences.
• Strong analytical and critical thinking skills for diagnosing complex issues and identifying root causes.
• Ability to manage multiple priorities simultaneously — balancing personal support workload with team oversight and operational responsibilities.
• Experience with bug and issue tracking tools; Azure DevOps preferred.
• Hands-on experience with Service Desk software; Service Desk Plus Cloud preferred.
• Proficiency with reporting and data analysis to monitor team and SLA performance.

Preferred Skills

• Experience in a SaaS or enterprise software environment.
• ITIL Foundation certification.

‍

Compensation : $80,000- $100,000 annual