LinkedIn and 3rd parties use essential and non-essential cookies to provide, secure, analyze and improve our Services, and to show you relevant ads (including professional and job ads) on and off LinkedIn. Learn more in our Cookie Policy.
Select Accept to consent or Reject to decline non-essential cookies for this use. You can update your choices at any time in your settings.
Competitive pay and benefits, including Day 1 Health & Wellness Benefits, Employee Stock Purchase Plan, 401K Employer Matching, Education Assistance, Paid Time Off, and much more
Growth opportunities performing essential work to support America’s food distribution system
Safe and inclusive working environment, including culture of rewards, recognition, and respect
Position Purpose
The Lead, IT Service Desk oversees daily service desk operations to ensure timely, effective technical support and consistent customer experience. This role monitors service levels, coordinates escalations, supports incident response, and provides day-to-day guidance, coaching, and support to Service Desk associates. Functions as a team member within the department and organization, as required, and performs any duty assigned to best serve the company.
Primary Responsibilities
Lead day-to-day service desk operations across assigned team
Monitor ticket queues, call volumes, SLAs, and team performance
Serve as escalation point for major incidents and high-priority issues
Coach, mentor, and develop Service Desk Analysts
Ensure adherence to processes, documentation, and service standards
Drive consistent customer experience and professionalis
Coordinate with other IT teams during outages and major incidents
Analyze performance metrics and identify improvement opportunities
Support workforce planning (scheduling, coverage, onboarding
Promote knowledge management and continuous improvement culture
Resolve hardware, software, and system issues, as needed
Develop and maintain knowledge base articles and documentation
Performs other duties as assigned
Complies with all policies and standards
Required Qualifications
Associate's Degree/2-Year Technical
3 - 5 years IT support experience in Service Desk/IT Support
Strong understanding of ITIL processes (Incident, Request, Problem)
Experience with service desk KPIs
Proven ability to lead and coach teams
Outstanding verbal and written communication skills
Compensation
$27 - $32/hr
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Food and Beverage Services
Referrals increase your chances of interviewing at Performance Food Group by 2x