IT Service Desk Administrative Team Lead

Virtual Technologies Group

Hooksett, NH, USA

Published: 6/14/2022

Technology

Job Description

Job Title: IT Service Desk Administrative Team Lead
Position Availability: Evergreen, Anticipated January 2026
Company: Virtual Technologies Group (VTG)
Location: Manchester, NH (Local Surrounding Area)
Department: Help Desk Operations
Position Type: Full-Time, Part Time
Employee Type: FTE, Hourly
Compensation Range: $70,000 - $95,000

Company Overview:
Virtual Technologies Group is a leading innovator in the technology sector, specializing in the development and implementation of advanced virtual solutions. Our mission is to empower businesses with cutting-edge technology that enhances efficiency, productivity, and connectivity. With a team of highly skilled professionals, we deliver customized solutions tailored to meet the unique needs of our clients across various industries. Our commitment to excellence, innovation, and customer satisfaction drives us to continuously push the boundaries of what is possible. At Virtual Technologies Group, we are dedicated to shaping the future of technology and making a positive impact on the world.

The IT Service Desk Administrative Team Lead is responsible for the daily management and leadership of a team of 10–12 Service Desk Analysts, ensuring the delivery of exceptional and high-quality IT support services to the higher education university community. This role focuses on administrative oversight, operational efficiency, continuous process improvement, and staff mentorship to ensure all Service Level Agreements (SLAs) and performance metrics are consistently met.

Team Leadership and Supervision

Lead, mentor, coach, and develop a team of 10–12 Service Desk Analysts, fostering a culture of high performance, accountability, and customer-centric service.
Conduct regular one-on-one meetings, performance reviews, and provide constructive feedback to ensure staff development and adherence to service standards.
Manage team scheduling, monitor real-time queue activity, and adjust resource allocation to ensure optimal coverage and management of all inbound contacts (calls, tickets, chat, email).
Ensure all analysts hold suitable certifications and maintain relevant training and development plans.

Operational and Administrative Oversight

Oversee the day-to-day operations of the Service Desk, ensuring timely and effective resolution of incidents and fulfillment of service requests in alignment with established SLAs.
Monitor and analyze service desk performance metrics (KPIs, CSAT, FCR) to identify trends, improve service quality, and drive strategic initiatives for operational improvements.
Develop, implement, and maintain IT Service Management (ITSM) processes and procedures, ensuring adherence to ITIL best practices across all team activities.
Act as the primary point of contact for escalated, high-priority, or complex issues, facilitating timely resolution and maintaining communication with stakeholders.
Oversee the management of the End-to-End Incident Lifecycle, ensuring accurate logging, categorization, and closure of all tickets within the ticketing system.

Process Improvement and Collaboration

Promote and actively operate a philosophy of Continuous Improvement within the team, researching and applying better ways to effectively achieve end results.
Serve as a liaison between the Service Desk, other IT departments, and external customers (the SNHU community) to facilitate communication and coordinate resolution for systemic issues.
Assist in the development and review of procedures, techniques, or programs to analyze or improve the performance and efficiency of software and hardware systems.

Required Qualifications

Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
Minimum of 3+ years of experience in IT support, with at least 1-2 years in a formal or informal leadership/supervisory role within a Service Desk environment.
Strong working knowledge and understanding of ITIL practices (Incident Management, Request Fulfillment, Knowledge Management).
Proven ability to manage, motivate, and develop a team of technical support professionals.
Experience using: Service Now ITSM, Power BI, D2L Brightspace, Ellucian Banner, telephony solutions (RingCentral, Five9), Microsoft 365, desktops, laptops, Windows OS 10 & 11, LogMeIn Rescue.

Skills and Competencies

Team Leadership: Exceptional ability to lead by example, motivate, and foster a collaborative and respectful team environment.
Customer-Centric Focus: Demonstrated commitment to providing outstanding customer service with excellent verbal and written communication skills.
Problem-Solving & Analysis: High levels of initiative, critical thinking, and the ability to logically analyze situations, make decisions, and drive change.
Technical Acumen: Solid technical background with the ability to provide clear and understandable instructions on troubleshooting hardware, software, and networking issues.
Organizational Skills: Excellent planning, prioritization, and time management skills with the ability to maintain workflow and manage work queues effectively

Why Join Us?

At Virtual Technologies Group we provide more than just IT solutions—we offer a dynamic environment where you can learn, grow, and expand your skillset. As a leading managed services, cybersecurity, and IT consulting firm, we support a diverse range of customers, giving you the opportunity to tackle unique challenges and stay ahead in a rapidly evolving industry.
Join a team that values innovation, collaboration, and professional development. Whether you're looking to sharpen your technical expertise, work with cutting-edge technology, or make a real impact, we’re committed to helping you build a rewarding career.

Benefits Overview:

VTG offers a comprehensive benefits package to meet the needs of our employees and their families. Benefits include medical insurance plans, dental insurance, vision insurance, health savings accounts (HSA), flexible spending accounts (FSA), life insurance, short and long-term disability insurance, paid time off and holidays, and a 401(k) with employer match

EEO Statement:

VTG is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected status.
We believe that diversity strengthens our team and drives innovation. All employment decisions are based on qualifications, merit, and business needs. If you require reasonable accommodation during the application or interview process, please contact HR@vtgus.com.

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