Jackson · 1 day ago
Team Lead, Service Desk
Lansing, MI
Full-time
Onsite
Senior Level
5+ years expJackson is seeking a Service Desk Team Lead who will serve as the primary point of contact and technical escalation within the service desk team. This role involves providing advanced troubleshooting, mentoring team members, and ensuring high-quality support while maintaining service excellence and adherence to SLAs.
Financial Services
Responsibilities
Serves as the senior technical resource for the service desk team, providing advanced support and guidance on complex incidents and requests
Assists in training, coaching, and developing service desk analysts to improve technical proficiency and customer service skills
Oversees ticket queues to ensure timely resolution and proper prioritization of issues in accordance with SLAs
Acts as the escalation point for unresolved or high-impact issues, coordinating with infrastructure, application, and security teams as needed
Identifies opportunities to streamline service desk operations, enhance documentation, and improves efficiency and service quality
Maintains and updates knowledge base articles, FAQs, and troubleshooting guides to support consistent and effective issue resolution
Monitors service desk performance metrics, analyzes trends, and provides feedback to management on team performance and operational improvements
Ensures all interactions are handled professionally and courteously, maintaining a strong focus on user satisfaction and communication
Adheres to organizational policies, IT security standards, and regulatory requirements in all service desk activities
Participates in the call queue reserved for executive-level or escalation transfers, ensuring prompt, professional, and effective resolution of high-priority issues
Qualification
Required
Bachelor's Degree and/or equivalent experience required
5+ years IT experience required
Experience supporting a wide-variety of hardware and software platforms, including: Desktops, Laptops, printers, Windows 10 and 11, Mac OS, Active Directory, Office 365 and mobile devices (iPhone/iPad, Android, Windows) and enterprise video conferencing platforms required
Preferred
2+ years serving in a management/leadership role preferred
Company
Jackson
Jackson is a financial services company dedicated to helping people pursue financial freedom for life.
1001-5000 employees
H1B Sponsorship
Jackson 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 (8)
2024 (6)
2023 (9)
2022 (7)
2021 (10)
2020 (18)
Funding
Current Stage
Public CompanyTotal Funding
$1.05BKey Investors
Athene
2023-03-06Post Ipo Equity· $550M
2021-09-20IPO
2020-06-18Secondary Market· $500M
Leadership Team
L
Laura Prieskorn
Chief Executive Officer
Alison Reed
Chief Operations Officer
Recent News
2026-01-06
Morningstar.com
2025-12-18
2025-12-18
Company data provided by crunchbase