IT Service Desk Team Lead

Position Overview:
The Service Desk Team Lead is responsible for the day-to-day leadership, performance, and continuous improvement of a dedicated service desk pod (team). The Team Lead ensures high-quality, timely, and customer-centric IT support for end-users, manages capacity and workload distribution, promotes incident/problem management practices, and mentors’ direct reports. This role balances hands-on support with people leadership, process optimization, and service delivery management to meet or exceed service level targets.

Strong candidates for this role will possess the following skills and characteristics:

• Values Driven Leadership: Models integrity, accountability, empathy, and collaboration.
• Community Building: Fosters an inclusive, people-first and customer-centric culture where every team member feels respected and empowered.
• Clear and Confident Communication Skills: Communicates thoughtfully and effectively, ensuring information is shared accurately, clearly, and with purpose — fostering trust and understanding.
• Strong Time Management Skills: Balances multiple priorities with focus and organization, ensuring tasks are completed efficiently and deadlines are consistently met.
• Proactive and Self-Motivated Mindset: Takes initiative to anticipate needs, solve problems, and move forward while keeping the team informed and aligned.

Responsibilities:

Team Leadership and Coaching

• Lead, motivate, and develop a team of IT Support Specialists
• Provide guidance and direction to designated team members in matters of customer service, policies and procedures, and performance.
• Monitor performance, provide regular feedback, conduct 1:1’s, Quarterly Conversations, and coaching & disciplinary conversations.
• Manage attendance, shift coverage, and knowledge transfer to ensure consistent support coverage.
• Onboard and train new team service desk team members and conduct ongoing skill development.
• Develop and maintain training documentation and SOPs.
• Perform other related duties as required or assigned.

Service Delivery

• Oversee ticket quality, adherence to procedures, and overall management for your team’s service board.
• Champion a team culture that prioritizes positive user experience and Medix Dental IT’s Core Values.
• Ensure adherence to security policies, data protection standards, and regulatory requirements.
• Act as the escalation point/liaison for any partner-related customer service or service delivery issues.
• Provide timely, accurate, and professional service desk support, as needed, by personally working tickets and/or routing tickets
• Serve as an escalation point in matters that require advanced technical knowledge or troubleshooting experience when your designated team has exhausted possible resolutions.
• Collaborate with other teams and departments on process improvement and resolving technical issues in partner environments.
• Accurately develop and maintain end-user installation procedures, configuration procedures, and documentation.
• Perform other related duties as required or assigned.

• High School Diploma or GED
• We must see at least 1 year of IT experience supporting Dental clients.
• We must see at least 1 year of management and leadership experience.
• We must see at least 2 years of MSP experience.