IT Service Desk Team Lead

Location: Overland Park, Kansas; Kansas City metro area. On-site in the office five days per week. Must be a U.S. Citizen.

Company

hirify.global provides cybersecurity services and technology solutions.

What you will do

• Oversee daily IT Service Desk operations, including ticket queue management, prioritization, assignment, and SLA tracking.
• Coordinate with IT teams to escalate and resolve complex incidents and service requests.
• Maintain the knowledge base, identify documentation gaps, and ensure compliance with knowledge management standards.
• Analyze ticket volume, resolution times, recurring issues, and other service metrics to recommend process improvements.
• Support onboarding and training, provide guidance on complex issues, and work Service Desk tickets.
• Represent the Service Desk in IT projects and initiatives while maintaining professional end-user support.

Requirements

• High school diploma or G.E.D. plus an associate degree, related experience, or an equivalent combination of education and experience.
• At least two years of general Help Desk experience in an enterprise environment.
• Experience supporting Windows, macOS, Microsoft Office, desktop and laptop hardware, peripherals, software licensing, and hardware inventory.
• Working knowledge of ServiceNow, relational database data extraction, and IT service desk operations.
• Ability to take after-hours and weekend on-call shifts and to analyze complex requirements into workable project plans.
• Must be a U.S. Citizen.

Nice to have

• Working knowledge of Active Directory.
• Previous management or supervisory experience.
• Working knowledge of automated software deployment mechanisms.

Culture & Benefits

• Inclusive workplace supported by Employee Resource Groups.
• Work/life balance.
• Professional training resources.
• Opportunities to solve unique, complex problems and participate in volunteer initiatives.
• Remote work technology is available where applicable, although this role is on-site.