# Service Desk Team Lead

**Company:** [Acumen Technology](http://jobs.workable.com/companies/ipVKrjHKNixWVVFGjWfQV1.md)
**Location:** Nashville, United States
**Workplace:** hybrid
**Employment type:** Full-time

[Apply for this job](http://jobs.workable.com/view/9b90ebb6-d7c6-4cba-8700-202e3a83812f)

## Description

The Service Desk Team Lead is a **hands-on technical lead** who provides advanced end-user support and serves as the primary escalation point for complex issues. Although the role has **no direct reports**, it functions as the team’s technical escalation resource and requires strong depth in workstation, identity, and network troubleshooting. The position also includes administrative and client-facing coordination (e.g., documentation, status updates, and prioritization) and is focused on diagnosing, resolving, and preventing recurring incidents.

Key responsibilities include:

· Providing advanced, hands-on technical support and resolving complex issues (Tier 2/3), including root-cause analysis and durable fixes.

· Owning escalations end-to-end: reproduce issues, gather logs, coordinate with internal teams as needed, and communicate clear technical updates to clients and stakeholders.

· Creating and maintaining technical documentation (KB articles, runbooks, and standard procedures) and identifying recurring issues for automation or permanent remediation.

**Technical Leadership & Mentorship (No Direct Reports)**

· Provide technical guidance, peer review, and mentoring to service desk technicians; this role does **not** include formal people management or direct reports.

· Foster a positive and professional team culture aligned with company values.

**Service Delivery Support (Administrative / Coordination)**

· Support day-to-day service desk workflow (in partnership with the coordinator/manager) by helping prioritize technical escalations and ensuring accurate ticket notes and customer updates.

· Maintain high technical quality and a customer-first experience through thorough troubleshooting, clear communication, and timely resolution.

· Lead technical resolution for high-impact incidents by triaging, isolating root cause, coordinating technical resources as needed, and documenting outcomes and preventive actions.

## Requirements

**Communication & Coordination**

· Coordinate with internal IT teams and vendors to resolve technical issues that span systems (e.g., identity, networking, cloud services), ensuring clients receive accurate status and next steps.

· Ensure clear communication of priorities, changes, and expectations.

**Process & Documentation**

· Maintain and update documentation related to processes, procedures, and service delivery standards.

· Implement changes to improve efficiency, effectiveness, and customer satisfaction.

**Continuous Improvement (Technical)**

· Identify recurring technical issues and drive remediation (problem management), including improving monitoring/alerting, strengthening standard builds, and proposing automation where appropriate.

· Proactively recommend technical improvements for client environments (e.g., patching, configuration hardening, M365/Entra best practices) based on trends observed through support.

**Technical Leadership**

· Serve as the escalation point for complex issues across Windows endpoints (including Microsoft Intune/MDM), Microsoft 365, identity (Active Directory/Azure AD/Entra ID), Microsoft Azure (core services and troubleshooting), networking (DNS/DHCP/VPN/Wi‑Fi), and common line-of-business applications.

· Apply and promote technical best practices (security, least privilege, change control, and documentation standards) while delivering reliable, repeatable support outcomes.

**Key Skills & Attributes**

· Demonstrated hands-on troubleshooting expertise; able to independently drive complex issues to resolution.

· Strong diagnostic approach (problem isolation, log review, hypothesis testing) and ability to document findings clearly.

· Customer-service mindset with ability to explain technical concepts to non-technical users.

· Clear written and verbal communication, including high-quality ticket notes, incident timelines, and client-facing updates.

· Experience with ticketing/ITSM tools and remote support; able to use data in the tool (queues, categories, trends) to improve technical outcomes.

· Ability to work under pressure and maintain a positive attitude.

**Performance Metrics**

· SLA compliance and incident resolution times.

· Customer satisfaction scores.

· Team performance and development.

· Accuracy and completeness of documentation.

· Contribution to process improvements and strategic initiatives.

**Knowledge Requirements**

· Proficiency with ticketing systems, remote support tools, and documentation platforms.

· Required: Strong troubleshooting skills across Windows endpoints (imaging/builds, drivers, printers) and endpoint management with **Microsoft Intune**; Microsoft 365 (Exchange/Outlook, Teams, SharePoint/OneDrive); identity (Active Directory/Azure AD/Entra ID); **Microsoft Azure** (core services and fundamentals); and core networking (TCP/IP, DNS, DHCP, VPN).

· Working knowledge of security fundamentals (MFA, conditional access concepts, endpoint protection/EDR basics, phishing awareness) and data protection best practices.

· Familiarity with scripting/automation (PowerShell preferred) to streamline repetitive tasks and support troubleshooting.

· Knowledge of organizational policies, compliance standards, and service desk KPIs.

· Awareness of emerging technologies and trends in IT support.

**Certifications Preferred**

· CompTIA A+

· CompTIA Network+ or equivalent networking certification

· CompTIA Security+ or equivalent security certification

· Microsoft Azure Certifications

**Experience Expectations**

· 3-5 years of relevant IT service desk or technical support experience

· Prior customer service experience preferred

· Prior technical lead / escalation experience preferred (mentoring, knowledge sharing, and owning complex tickets); people-management experience is **not** required.

## Benefits

-   Hybrid workplace
-   $65,000 - 82,000 annually based on experience and fit
-   100% employer paid health insurance (medical and dental)
-   Mileage and phone reimbursement
-   Fun working environment and culture
-   SIMPLE IRA with 3% match