All Lines Technology · 1 hour ago
Service Desk Shift Lead
Cranberry Township, PA
Full-time
Onsite
Mid, Senior Level
2+ years expAll Lines Technology is seeking a Service Desk Shift Lead to provide leadership and operational oversight during off business hours shifts. The role involves ensuring high-quality support from L1 Analysts, managing escalations, and contributing to continuous improvement in service delivery.
Information ServicesInformation Technology
Responsibilities
Provide hands on leadership for L1 Analysts during assigned off hours shifts
Monitor ticket queues, call volume, and SLA performance to ensure customer expectations are consistently met
Serve as the on-shift escalation point for technical or customer related issues
Coordinate workload distribution to maintain balanced coverage and efficient handling of requests
Ensure adherence to established processes, documentation standards, and escalation procedures
Offer real time coaching, guidance, and support to analysts throughout the shift
Assist with onboarding and training of new analysts, including customer specific procedures and system usage
Deliver ongoing updates and refresher training to existing analysts as customer environments or expectations evolve
Provide feedback to Service Desk Managers regarding analyst performance, skill gaps, and development opportunities
Maintain a high level of professionalism and customer focus across all interactions
Ensure timely and accurate communication with customers during incidents, escalations, or service disruptions
Support smooth handoffs between shifts by documenting key events, open issues, and operational notes
Jump in to handle calls, tickets, or chats during peak volume or when analysts need assistance
Troubleshoot issues directly to help maintain SLA compliance and reduce backlog
Model best practice service desk behaviors and technical troubleshooting approaches
Identify recurring issues, process gaps, or training needs observed during off hours operations
Provide recommendations to Service Desk Managers to improve workflows, documentation, and customer experience
Contribute to a culture of accountability, teamwork, and continuous improvement
Qualification
Required
2–4 years of experience in a Service Desk or IT Support role
Strong understanding of ticketing systems, UCaaS platforms, and standard service desk workflows
Ability to lead and support a team in a fast-paced, high-volume environment
Excellent communication, problem solving, and customer service skills
Ability to remain calm and effective under pressure, especially during high volume periods
Willingness to work off hours shifts, including evenings, nights, weekends, or holidays as scheduled
Preferred
prior leadership or mentoring experience
Company
All Lines Technology
All Lines Technology is a leading provider of enterprise technology solutions and services
201-500 employees
H1B Sponsorship
All Lines 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
2024 (1)
2021 (1)
Funding
Current Stage
Growth StageLeadership Team
Dave Siegel
Chief Technology Officer
Justin Pippy
Chief Revenue Officer (CRO)
Recent News
2025-10-25
2025-05-27
2025-04-03
Company data provided by crunchbase