Arhaus · 3 weeks ago
Lead, Service Desk Engineer
Hudson, OH
Full-time
Onsite
Senior Level, Lead/Staff
4+ years expArhaus is a furniture and décor company founded in 1986, dedicated to sustainably sourced and heirloom-quality pieces. The IT Service Desk Supervisor will lead the service desk, ensuring effective IT support services, managing operations, and enhancing customer satisfaction across the organization.
Consumer GoodsE-CommerceFashionFurnitureHome DecorLifestyleManufacturingReal EstateRetail
Responsibilities
Manage, mentor, and develop the teams, including setting performance objectives, conducting regular reviews, and providing training to enhance technical and customer service skills
Oversee the daily operations of the IT service desk, ensuring timely and efficient handling of service requests and incidents
Monitor operations performance through key performance indicators (KPIs) and provide regular reports on ticket volumes, resolution times, and customer satisfaction
Continuously improve service desk processes, implement automation where possible, and ensure alignment with ITIL or other service management frameworks
Ensure proper incident categorization, prioritization, and resolution in line with service-level objectives (SLOs) and ITIL best practices
Maintain a high level of customer satisfaction by ensuring the service desk provides consistent, high-quality, and user-friendly support to internal staff
Handle escalated technical issues and ensure appropriate resolution, engaging other IT teams or vendors when necessary
Ensure the creation, maintenance, and accessibility of a knowledge base for the service desk, including documentation of common issues, troubleshooting steps, and user guides
Plan and coordinate travel logistics for field support technicians, ensuring efficient and cost-effective support coverage
Ensure all operations support activities adhere to organizational security policies and compliance requirements, including the handling of sensitive data and securing IT assets
Work with third-party vendors to resolve hardware, software, or network issues as needed, ensuring minimal disruption to operations
Qualification
Required
Bachelor's degree in computer related discipline, or equivalent experience
4+ years' experience managing enterprise Service Desk
A+ Certification or equivalent experience
ITIL Certification or equivalent experience
Has knowledge of commonly used concepts, practices, and procedures used to deliver and report enterprise service support
FreshService, JIRA (JSM), or equivalent, IT Service Management tool and workflow automation
Remote leadership experience
Business Focus - Understands business drivers and how technology enables them; ensures that all technology provided solves a business problem or enables business to increase revenue more than the total cost of ownership
Communication - Expresses clearly and effectively when speaking and/or writing to individuals or groups; listens attentively; ensures that information is understood by all parties; shares information in a timely manner using the most appropriate method; presents well-organized information in a group setting
Execution - Follows logical approaches to completing work; brings work from inception to successful completion; translates strategies into step-by-step plans for action; monitors work progress to completion; effectively prioritizes; pays close attention to detail
Accountability - Takes responsibility for all work activities and personal actions; follows through on commitments; implements decisions that have been agreed upon; maintains confidentiality with sensitive information; acknowledges and learns from mistakes without blaming others; recognizes the impact of one's behavior on others
Adaptability - Responds to changing circumstances by being innovative and altering behavior to better fit different situations; consistently exhibits optimism and energy; learns new skills, performs work in different ways; successfully works with new colleagues; professionally deals with personal discomfort in a changing work environment; willing to be flexible; remains calm in stressful situations
Problem Solving - Generates creative approaches to addressing problems and opportunities; identifies and weighs options, makes sound decisions after reviewing all relevant information; anticipates and plans for potential problems; takes calculated risks; recognizes impact of solutions
Company
Arhaus
Arhaus is a premiere retail chain that designs, manufactures, and sells home furnishings both at retail locations and online.
1001-5000 employees
H1B Sponsorship
Arhaus 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 (4)
2024 (1)
2023 (3)
2022 (2)
Funding
Current Stage
Public CompanyTotal Funding
$150MKey Investors
Monroe Capital
2023-08-16Post Ipo Secondary· $120M
2021-11-04IPO
2017-06-27Debt Financing· $30M
Leadership Team
Jennifer Porter
Chief Marketing Officer
Recent News
Designers Today
2025-12-30
2025-12-06
2025-11-26
Company data provided by crunchbase