IntePros · 2 days ago
Service Desk Lead
Denver, CO
Full-time
Onsite
Mid, Senior Level
3+ years expIntePros is seeking a Service Desk Lead to oversee daily IT support operations and deliver high-quality technical services. The role involves leading the IT Service Desk team, managing incident resolution, and continuously improving support workflows to enhance user experience.
ConsultingInformation TechnologyStaffing Agency
Responsibilities
Lead and mentor the IT Service Desk team to ensure timely, professional, and effective customer support
Monitor and manage the service ticket queue, ensuring incidents and service requests are prioritized and resolved within SLA timelines
Act as an escalation point for complex technical issues and coordinate cross-team collaboration for resolution
Develop and maintain documentation, including knowledge base articles, procedures, and performance reports
Analyze support trends and recommend improvements to enhance service quality and efficiency
Coordinate coverage schedules and manage team workload to ensure balanced, round-the-clock support
Support IT onboarding and offboarding processes, including user accounts, hardware provisioning, and software setup
Qualification
Required
Proven experience managing support staff and fostering a customer-first service culture
Strong knowledge of Windows, Mac, and Chrome OS environments; familiarity with networking and system troubleshooting
Expertise with ITSM tools like ServiceNow or Zendesk to manage and improve ticket workflows
3–5 years of experience in IT support, including at least 1 year in a leadership or supervisory role
Associate's or Bachelor's degree in Information Technology or related field (or equivalent work experience)
Excellent communication and problem-solving skills for working with users and internal stakeholders
Familiarity with Active Directory, Google Workspace, and enterprise security protocols
Experience developing and maintaining service desk processes and performance metrics
Preferred
ITIL Foundation certification and experience with MDM or hybrid IT environments
Company
IntePros
IntePros is an established, woman-owned, privately-held technology and business services consulting agency committed to building long-term relationships and helping more companies leverage the power of a more diverse workforce.
201-500 employees
H1B Sponsorship
IntePros has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (3)
2023 (6)
2022 (7)
2021 (6)
2020 (13)
Funding
Current Stage
Growth StageLeadership Team
Loren Kovalcik
CEO
Company data provided by crunchbase