The IT Service Desk Lead is responsible for providing direction to the IT Service Desk team regarding customer service, technical support, standard operating procedures, and ticket management. The IT Service Desk Lead provides technical development and guidance as needed to support staff and coordinates with the IT Service Desk Supervisor regarding the daily operations of the IT Service Desk. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of customer service requests and incidents. The IT Service Desk Lead will also contribute to problem resolution by providing technical support to customers via the phone, email, and in person.