Cupertino Electric, Inc. · 3 hours ago
Service Desk Lead
United States
Full-time
Remote
Senior Level
$31/hr - $42/hr
5+ years expCupertino Electric, Inc. (CEI) has built a reputation for delivering high-profile, complex projects for over 70 years. The Service Desk Lead provides hands-on leadership and operational oversight for the IT Service Desk, ensuring prompt and professional support for all end-user incidents and service requests while mentoring a team of technicians.
ElectronicsIndustrial EngineeringReal EstateTelecommunications
Responsibilities
Lead and coordinate the daily operations of the service desk
Monitor and manage incident and request queues to ensure SLA compliance
Oversee the triage, assignment, and prioritization of tickets in the ITSM platform
Act as the first point of escalation for unresolved or complex issues
Communicate with users during major incidents, service disruptions, or outages
Own and manage Incident and Request workflows within the ITSM platform
Mentor, coach, and support professional development of service desk staff
Coordinate shift schedules, PTO coverage, and staffing adjustments as needed
Maintain and update internal knowledge base articles and standard operating procedures (SOPs)
Support the onboarding and offboarding process from a service desk perspective
Partner with the ITSM Vendor Support on reporting, metrics, and continual service improvement initiatives
Qualification
Required
Strong understanding of ITIL-based service management principles
Proficient in the use of ITSM platforms, preferably Freshservice
Excellent communication skills, both written and verbal, with a focus on customer service
Proven ability to lead and mentor a technical support team
Strong organizational and time-management skills
Ability to analyze data and generate insights for process improvements
Capable of managing multiple priorities in a fast-paced environment
Skilled at incident escalation and resolution with cross-functional IT teams
Familiarity with remote support tools, Microsoft 365, Teams Rooms, and Windows environments
Education: Associate degree in Information Technology, Computer Science, or a related field (or equivalent experience)
Licensure/Certifications: ITIL Foundations
Experience: 5+ years of experience in an IT support role, with at least 1 year in a team lead or supervisory capacity
Company
Cupertino Electric, Inc.
For more than 70 years, Cupertino Electric, Inc.
1001-5000 employees
H1B Sponsorship
Cupertino Electric, 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 (1)
2024 (3)
2023 (3)
2022 (3)
2021 (3)
2020 (2)
Funding
Current Stage
Late StageTotal Funding
unknown2024-07-18Acquired
Leadership Team
Tom Schott
President & CEO
Estrella Parker
Chief People Officer
Recent News
2025-05-17
2025-03-28
Google Patent
2024-04-14
Company data provided by crunchbase