IT Service Desk Lead

Tri-City Group is currently hiring an IT Service Desk Lead in Davenport, IA. This position is responsible for delivering daily end-user support across the organization. This role oversees service desk operations, service level performance, end-user satisfaction, and the development of service desk technicians to ensure employees receive timely, accurate, and professional technical support.

Essential Duties

Oversee daily service desk operations, including ticket queue management, assignment, and escalation. Monitor ticket volume, aging, and backlog, and reallocate work to maintain service level commitments. Establish, monitor, and report on service level agreements for response and resolution times. Track and report service desk performance metrics, including first-contact resolution, reopened tickets, and end-user satisfaction.

Serve as the primary escalation point for complex, sensitive, or high-visibility end-user issues. Monitor end-user satisfaction, follow up on negative feedback, and address recurring sources of dissatisfaction. Provide day-to-day direction, coaching, and technical guidance to service desk technicians. Coordinate technician scheduling and coverage, including after-hours and on-call rotations.

Participate in the hiring, onboarding, and ongoing training of service desk staff. Conduct quality review of ticket documentation, resolution accuracy, and customer communication. Develop and maintain service desk procedures, escalation paths, and knowledge base content. Identify recurring incidents and partner with engineering and application teams to pursue permanent resolution.

Coordinate with infrastructure, applications, and security teams on incidents that span multiple groups. Support end-user device deployment, imaging, inventory, and lifecycle activities. Communicate outages, planned maintenance, and system changes to end users in advance where possible. Resolve escalated technical issues directly as workload and staffing require.

Identify and create automation and self-service opportunities to reduce repeat ticket volume. Competencies: Critical thinking & problem solving Ability to research and solve issues independently Good interpersonal skills & collaboration Excellent written and verbal communication skills Dedication to process improvements Maintain accurate system documentation Customer service orientation Patience and professionalism under pressure Ability to coach and develop team members Organization and prioritization across competing requests Required Education and Experience: Degree in Information Technology, Computer Science, or a related field preferred but not required; equivalent hands-on experience in a related role will be considered in its place Minimum of 4 years' experience in IT service desk or end-user support, including time in a lead, senior, or escalation capacity, or an equivalent combination of education and experience related to this position Working knowledge of service desk ticketing systems and service level management Experience supporting Windows operating systems, Microsoft 365, and common business applications Experience with end-user device deployment, imaging, and troubleshooting General knowledge of networking, identity, and access concepts Experience working in a SOX-compliant environment preferred Proficient in MS Office Suite All job offers are contingent upon the successful completion of a drug screen and reference check.

Tri-City Group is an equal opportunity employer.