IT Service Desk Technical Lead (IT Support)

TL;DR

IT Service Desk Technical Lead (IT Support): Providing technical leadership, mentoring, and advanced troubleshooting for the service desk team with an accent on technical standards and escalation management. Focus on improving service delivery, driving process enhancements, and elevating the overall technical capability of the team.

Location: Marietta, GA, USA

Company

hirify.global is a provider of technical support and IT service desk solutions.

What you will do

• Provide technical guidance and mentorship to service desk staff.
• Develop and maintain technical documentation, procedures, and knowledge base articles.
• Act as the primary escalation point for resolving complex technical issues.
• Analyze technical performance metrics to identify and implement improvement opportunities.
• Coordinate with other IT teams to ensure seamless support and incident resolution.
• Participate in change management and incident response activities.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 3+ years of experience in IT support or service desk roles.
• Strong troubleshooting skills across hardware, software, and network environments.
• Proficiency with service desk tools and ticketing systems.
• Familiarity with ITSM frameworks such as ITIL.

Nice to have

• Experience with scripting or automation tools.
• Knowledge of cloud services and remote support technologies.
• ITIL certification.

Culture & Benefits

• Requirement for professional growth with at least one relevant skilling addition per year.
• Collaborative, team-focused technical work environment.
• Standard business hours with occasional after-hours support as required.