Lead Level 1-3 Service Desk analysts and engineers, aligning performance with team and career goals
Manage daily support operations, escalations, and SLAs for external client support
Improve service management, processes, automation, and first‑call resolution
Partner with Engineering, Incident, Problem, and Change Management to resolve complex production issues
Oversee reporting, documentation, and client communications with ServiceNow
Provide hands‑on technical leadership across tools and systems (e.g., Splunk, Datadog, MuleSoft, and SQL)

Requirements

5+ years of experience in IT support, or End‑User Computing roles.
2+ years of leadership experience managing a technical support team.
Knowledge of ITIL principles and ITSM frameworks.
Experience with enterprise case management applications including Service Now and Salesforce, and analytics tools within these applications and other tools such as Tableau.
Previous experience leading teams in a fast‑paced, customer‑centric environment.
Background working with KPIs, SLAs, CSAT, and operational metrics.
Experience implementing automation or self‑service technologies.
Knowledge of Linux, PHP, HTML, JavaScript, CSS, XML, MySQL, and Shell scripting
Knowledge of Splunk, Data Dog, MuleSoft and Salesforce

Benefits

Great compensation package and bonus plan
Core benefits including medical, dental, vision, and matching 401K
Flexible work environment, ability to work remote, hybrid or in-office
Flexible time off including volunteer time off, vacation, sick and 12-paid holidays

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

IT supportEnd-User ComputingITIL principlesITSM frameworksLinuxPHPHTMLJavaScriptCSSMySQL

Soft Skills

leadershipteam managementcustomer-centriccommunicationproblem-solvingperformance alignmentprocess improvementtechnical leadershipcollaborationreporting