Stafford Gray

Stafford Gray

Team Lead / Support Lead IT Managed Services Help Desk

Detroit, Michigan, United States

Sponsorship not specifiedDetected 111 days ago
Incident ResponsePerformance ManagementCustomer SupportLeadershipCommunicationMentoringMicrosoft Office

About the role

  • Ensure full staffing coverage for a 24x7x365 airport operations environment, including holidays and peak travel periods.
  • Serve as the primary operational contact between WCAA Technology Services and managed service staff.
  • Service Delivery and Escalation Management Oversee daily Help Desk operations including incident intake, triage, escalation, resolution, and closure.

Requirements

  • Ensure staff maintain required technical certifications and customer service standards.
  • Coordinate daily terminal walks and system monitoring activities as required.
  • Windows operating systems Microsoft Office 365 Desktop administration and endpoint support Working experience with ServiceNow or similar

Nice to have

  • Relevant technical certifications such as:

Company info

  • Lead / Support Lead is responsible for overseeing the daily operations of an onsite IT Managed Services Help Desk in a 24x7x365 environment.
  • This role provides hands on leadership for frontline help desk, desktop support, and system operations staff, ensuring high quality service delivery, consistent SLA performance, and alignment with organizational IT standards.
  • Acting as the primary escalation point and operational liaison, the Team Lead coordinates incident response, ticket management, and service improvements while maintaining accurate documentation and reporting within the ITSM platform.
  • The role also supports staff development through training, coaching, and performance management, while driving continuous improvement through metrics, quality reviews, and root cause analysis.
  • Operational Leadership Lead and supervise onsite Help Desk, desktop support, and system operations staff.
  • Act as the primary escalation point for Level 1 and Level 2 issues prior to Level 3 or vendor involvement.
  • Ensure strict adherence to SLAs, priority definitions, and response and resolution targets.
  • ITSM and ServiceNow Management Ensure all incidents and service requests are accurately documented and tracked in ServiceNow.
  • Maintain workflows, request forms, knowledge base articles, and Tier 0 and Level 1 support scripts.
  • Ensure consistent data quality to support reporting, audits, and service reviews.
  • Quality, Metrics, and Continuous Improvement Monitor and manage service performance metrics including First Call Resolution, Average Speed of Answer, Abandon Rate, and Customer Satisfaction.
  • Conduct ticket reviews, call monitoring, and quality audits.
  • Support root cause analysis and continuous improvement initiatives to reduce repeat issues and improve service outcomes.
  • Training and Workforce Development Support onboarding, training, and mentoring of new team members.
  • Identify performance gaps and partner with management to implement improvement or corrective action plans.
  • Reporting and Stakeholder Coordination Provide regular operational reporting on service performance, staffing, risks, and issues.
  • Participate in biweekly service reviews and monthly management meetings.
  • Required Qualifications & Experience 7-10 years of experience in IT support or Service Desk operations, including demonstrated leadership or supervisory responsibilities Proven experience leading Help Desk or technical support teams in a campus-style, multisite, or enterprise environment Experience supporting 24x7x365 operations, including shift coverage, holidays, and high-availability environments Technical Requirements Strong hands-on experience with: Windows operating systems Microsoft Office 365 Desktop administration and endpoint support Working experience with ServiceNow or similar ITSM platforms Solid understanding of ITIL-aligned processes, including: Incident Management Problem Management Change Management Leadership & Operational Skills Ability to ensure full staffing coverage and manage schedules to meet SLA and operational requirements Strong escalation management and decision-making skills Excellent customer service, communication, and stakeholder coordination abilities Experience acting as a primary point of contact between technical teams and business stakeholders Preferred Qualifications Relevant technical certifications such as: CompTIA A+ Network+ Microsoft certifications or equivalent industry credentials
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