IT Service Desk Lead

The I.T. Service Desk Lead is responsible for the day-to-day operations of the Service Desk, ensuring high-quality, efficient, and customer-focused IT support 24x7. This role acts as a working lead—balancing hands-on support with leadership responsibilities. The Service Desk Lead drives operational excellence through metrics, reporting, and continuous improvement, while fostering a collaborative and service-oriented team culture.

• Oversee daily Service Desk operations, ensuring timely and effective resolution of incidents and service requests.
• Serve as the primary escalation point for complex technical issues, providing hands‑on support as needed.
• Monitor, analyze, and report on Service Desk metrics (e.g., SLAs, ticket volume, resolution times, customer satisfaction) to identify trends and drive continuous improvement.
• Collaborate with the Global Service Desk Manager to align local operations with global ITIL/ITSM standards and business objectives.
• Lead, mentor, and coach Service Desk team members, fostering skill development and a high-performance culture.
• Establish and maintain asset management system for all assets.
• Develop and maintain knowledge base articles and self‑service resources to support shift‑left and automation initiatives.
• Coordinate with internal IT teams and external partners to resolve issues and implement process improvements.
• Ensure compliance with company policies, audit requirements, and asset management procedures.
• Participate in regular service reviews and contribute to executive reporting as required.
• Support onboarding and offboarding processes for end users, ensuring a seamless experience.
• Identify areas of cost savings and productivity improvements.
• Manage offshore resources to help achieve 24x7 support and promote collaboration amongst US and offshore teams.

• Bachelors Degree preferred. Equivalent experience, education and/or certifications may be considered in lieu of Bachelors.
• 4+ years experience with degree.
• 8+ years relevant experience without degree.
• Experience in a lead or supervisory role within a Service Desk environment.
• Strong understanding of ITIL/ITSM processes; ITIL certification preferred.
• Demonstrated ability to analyze and report on operational metrics.
• Excellent communication, customer service, and problem‑solving skills.
• Experience with asset management, ticketing systems, and process improvement.

• Possess a thorough understanding of the financial impact of specific role and basic understanding of other functions within the business.
• Collaborate with customers to clarify and document specific requirements.
• Participate in system design sessions with customers, identifying issues, and recommending resolutions.
• Define and document the pros and cons of potential solutions and communicate with your team.
• Participate in technical discussions with vendors and consultants.
• Facilitate customer service feedback process and adjust process to improve customer service.
• Strong written and oral communication skills.
• Analyze root causes and recommend ways to fix the issue.
• Understand vendor relationships and when to involve supervisors.
• Work in a team setting to improve oneself and coworkers.

Hussmann is committed to supporting your total wellbeing through a wide variety of benefits and wellness programs to support your physical, emotional, financial, social, and environmental health. Here’s what you can expect:

• Health Benefits – offering medical, dental, vision, prescription plans, plus Health Savings Account and Flexible Spending Account options.
• Voluntary Benefits – life, accident, critical illness, disability, legal, identity theft, and pet insurance.
• Hussmann Retirement Savings & Investment Plan – 401(k) plan with company matching contributions and immediate vesting.
• Paid Time‑Off Benefits – paid time off, stewardship and parental leave.
• Educational Assistance – tuition reimbursement for job‑related courses after six months of service.
• Health Management and Wellbeing Programs – EAP, virtual health management, chronic condition, and tobacco cessation.
• Available to eligible employees starting the first day of the month following their start…