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Pyramid Consulting, Inc · 1 month ago

Team Lead – Help Desk/Service Desk

Logan, UT

Full-time

Hybrid

Mid, Senior Level

$20/hr - $26/hr

Pyramid Consulting, Inc is a leading Pest control Conglomerate Industry, and they are seeking a Team Lead – Help Desk/Service Desk. The role involves supervising the IT service desk team, acting as an escalation point for issues, and ensuring the team meets performance metrics and service goals.

ConsultingInformation TechnologyLegalProfessional ServicesSoftwareStaffing Agency

Growth Opportunities

H1B Sponsor Likely

Responsibilities

Supervise and lead the IT service desk team, fostering collaboration and professional growth

Act as the first escalation point for technical or service-related issues

Run daily/weekly stand-up calls

CSAT reviews, with feedback provided to management

Ensure new Service Desk hires are formally on-boarded and trained related to Service Desk best practices and processes

Monitor team performance metrics, ensuring alignment with SLAs and service goals

Manage resource scheduling to maintain adequate support coverage during and after business hours

Coordinate with Supervisor on staffing changes and schedules

Participate in the creation of and delivery of new processes and documentation

Maintain accurate records of incidents and resolutions to analyze trends and implement proactive measures

Drive continuous improvement initiatives to enhance service desk operations and customer satisfaction

Qualification

Technical SupportTroubleshootingTeam LeadingITIL CertificationClient Ticketing SystemsInterpersonal SkillsCommunication SkillsMentorshipProblem-SolvingRemote Team Management

Required

Technical Support, Team Leading/ Mentorship/Supervisor & Troubleshooting 0365

Proven experience in IT support or a service desk environment, with leadership responsibilities

Strong leadership & interpersonal skills with ability to motivate and mentor teams

Excellent troubleshooting and problem-solving abilities

Familiarity with Client ticketing systems, and ITIL best practices

Effective communication skills, both verbal and written, interact with customers and internal teams

Ability to handle multiple priorities and remain calm under pressure

Relevant certifications such as ITIL

Experience in managing remote teams

Benefits

Health insurance (medical, dental, vision)

401(k) plan

Paid sick leave (depending on work location)

Company

Pyramid Consulting, Inc

Glassdoor4.2

Pyramid Consulting, a global leader in workforce and technology solutions, empowers individuals and organizations to transform and thrive in the most challenging and competitive markets.

Founded in 1996

Alpharetta, Georgia, USA

5001-10000 employees

https://pyramidci.com/

H1B Sponsorship

Pyramid Consulting, Inc 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 (178)

2024 (112)

2023 (95)

2022 (62)

2021 (50)

2020 (117)