Acumen Technology · 21 hours ago
Service Desk Team Lead
Nashville, TN
Full-time
Hybrid
Mid, Senior Level
$65K/yr - $82K/yr
3+ years expAcumen Technology is seeking a Service Desk Team Lead to support the manager in delivering IT services while actively contributing as a working member. This role involves overseeing advanced technical support, acting as a liaison between departments, and ensuring high-quality service delivery through effective monitoring and continuous improvement.
ConsultingCyber SecurityInformation ServicesInformation Technology
Responsibilities
Overseeing advanced technical support and resolving complex issues
Acting as a liaison between the service desk, other IT departments, and business units to ensure seamless service delivery
Monitoring SLAs, reporting on team metrics, and contributing to the financial success of the service team
Lead, coach, and mentor service desk support technicians but will not have direct reports
Foster a positive and professional team culture aligned with company values
Oversee daily service desk operations with coordinator to ensure efficiency and effectiveness
Monitor service quality, customer satisfaction, and incident resolution times
Manage high-priority incidents or service requests escalated within the service desk
Act as a liaison between the service team, other departments, and senior management
Ensure clear communication of priorities, changes, and expectations
Maintain and update documentation related to processes, procedures, and service delivery standards
Implement changes to improve efficiency, effectiveness, and customer satisfaction
Participate in strategic planning for services, aligning support with broader business objectives
Proactively identify areas for IT improvements within the customer base
Provide technical guidance and support for complex issues
Ensure adherence to best practices and service standards
Qualification
Required
3-5 years of relevant IT service desk or technical support experience
Strong leadership and team management skills
Excellent organizational and prioritization abilities
Customer-service mindset with focus on professionalism
Effective communication and interpersonal skills
Technical proficiency in IT service management and troubleshooting
Ability to work under pressure and maintain a positive attitude
Proficiency with ticketing systems and remote support tools
Strong troubleshooting skills across hardware, software, and network environments
Familiarity with cybersecurity principles and data protection best practices
Knowledge of organizational policies, compliance standards, and service desk KPIs
Awareness of emerging technologies and trends in IT support
Preferred
Prior customer service experience preferred
Prior leadership experience preferred
CompTIA A+
CompTIA Network+ or equivalent networking certification
CompTIA Security+ or equivalent security certification
Microsoft Azure Certifications
Benefits
Hybrid workplace
100% employer paid health insurance (medical and dental)
Mileage and phone reimbursement
Fun working environment and culture
SIMPLE IRA with 3% match
Company
Acumen Technology
Acumen Technology offers managed IT services, cyber security, cloud, IT consulting, VOIP, data backup and disaster recovery services.
11-50 employees
H1B Sponsorship
Acumen Technology 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 (2)
2024 (2)
2023 (2)
2022 (5)
2021 (4)
2020 (5)
Funding
Current Stage
Early StageLeadership Team
Keith Maune
Founder & COO
Company data provided by crunchbase