Service Desk Team Lead

Description
About the Role
The Service Desk Team Lead will be expected to lead a team of technicians and admins who provide timely and efficient technical support to Ninja Staff. The successful candidate will be responsible for ensuring the timely resolution of incidents and requests, maintaining service level objectives (SLOs), and providing a positive customer experience, based on the performance of the Service Desk staff under their leadership. The Team Lead will also be responsible for standard training, mentoring and coaching team members to develop their skills, both soft & technical to ensure they are providing timely and efficient technical support to end-users (Ninja Staff), based off instruction and guidance from Senior IT Management. The Team Lead will be expected to handle first line escalations, both technical and functional, further escalating to other IT teams or senior IT Management. The Team Lead will also be a critical point of contact for their regional office location and support Senior IT Management with site specific services and stakeholder management for this office.
Location: Tampa, Florida (In-Office, 5 days a week)
What You'll be Doing

• Lead and support a team of technicians and admins to ensure timely and efficient resolution of incidents and requests, meeting or exceeding SLOs.
• Collaborate with other Team Leads, IT teams and Senior IT Management to develop and maintain consistent Service Desk processes and support a "follow-the-sun" service model.
• Oversee incident and request handling, ensuring appropriate action and timely escalation by technicians and admins.
• Provide regular performance reports on key Service Desk metrics (volume, SLOs, satisfaction) to Senior IT Management.
• Support staff development and stakeholder relations, including coaching, performance evaluations, and maintaining positive relationships with Service Desk stakeholders both at a global and local level.
• Other duties as needed

About You

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 5+ years of IT support or service desk experience
• Proficient in ITIL Service Management best practices and ITIL Service Desk processes.
• High level critical thinking skills.
• Strong technical expertise in Windows, MacOS, SaaS platforms (O365, Atlassian, Google Workspace), and common IT support tools.
• Experienced in creating and managing KPI reports for Service Desk operations (e.g., volume, resolution, backlog, satisfaction).
• Excellent communication and leadership skills, capable of explaining technical concepts to non-technical audiences and motivating/coaching team members.
• Proven ability to thrive in fast-paced environments, effectively prioritize, manage multiple projects, and utilize Service Desk ticketing and asset management systems. (Flexibility to work outside regular hours as needed.)

About Us
NinjaOne automates the hardest parts of IT to deliver visibility, security, and control over all endpoints for more than 3 0,000 customers. The NinjaOne automated endpoint management platform is proven to increase productivity, reduce security risk, and lower costs for IT teams and managed service providers. NinjaOne is obsessed with customer success and provides free and unlimited onboarding, training, and support. NinjaOne is #1 on G2 in endpoint management, patch management, remote monitoring and management, and mobile device management.
What You'll Love
We are a collaborative, kind, and curious community.
We honor your flexibility needs with full-time work that is hybrid remote.
We have you covered with our comprehensive benefits package, which includes medical, dental, and vision insurance.
We help you prepare for your financial future with our 401(k) plan.
We prioritize your work-life balance with our unlimited PTO.
We reward your work with opportunity for growth and advancement.
Additional Information
This position is NOT eligible for Visa sponsorship.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by applicable law. We are committed to providing an inclusive and diverse work environment.
#LI-MM1
#LI-InOffice
#BI-Inoffice
#BI-Inoffice