The Team Lead / Support Lead is responsible for overseeing the daily operations of an onsite IT Managed Services Help Desk in a 24x7x365 environment. This role provides hands on leadership for frontline help desk, desktop support, and system operations staff, ensuring high quality service delivery, consistent SLA performance, and alignment with organizational IT standards. Acting as the primary escalation point and operational liaison, the Team Lead coordinates incident response, ticket management, and service improvements while maintaining accurate documentation and reporting within the ITSM platform. The role also supports staff development through training, coaching, and performance management, while driving continuous improvement through metrics, quality reviews, and root cause analysis.
Responsibilities
Operational Leadership
Lead and supervise onsite Help Desk, desktop support, and system operations staff. Ensure full staffing coverage for a 24x7x365 airport operations environment, including holidays and peak travel periods. Serve as the primary operational contact between WCAA Technology Services and managed service staff.
Service Delivery and Escalation Management
Oversee daily Help Desk operations including incident intake, triage, escalation, resolution, and closure. Act as the primary escalation point for Level 1 and Level 2 issues prior to Level 3 or vendor involvement. Ensure strict adherence to SLAs, priority definitions, and response and resolution targets.
ITSM and ServiceNow Management
Ensure all incidents and service requests are accurately documented and tracked in ServiceNow. Maintain workflows, request forms, knowledge base articles, and Tier 0 and Level 1 support scripts. Ensure consistent data quality to support reporting, audits, and service reviews.
Quality, Metrics, and Continuous Improvement
Monitor and manage service performance metrics including First Call Resolution, Average Speed of Answer, Abandon Rate, and Customer Satisfaction. Conduct ticket reviews, call monitoring, and quality audits. Support root cause analysis and continuous improvement initiatives to reduce repeat issues and improve service outcomes.
Training and Workforce Development
Support onboarding, training, and mentoring of new team members. Ensure staff maintain required technical certifications and customer service standards. Identify performance gaps and partner with management to implement improvement or corrective action plans.
Reporting and Stakeholder Coordination
Provide regular operational reporting on service performance, staffing, risks, and issues. Participate in biweekly service reviews and monthly management meetings. Coordinate daily terminal walks and system monitoring activities as required.
Requirements
Required Qualifications & Experience
- 7–10 years of experience in IT support or Service Desk operations, including demonstrated leadership or supervisory responsibilities
- Proven experience leading Help Desk or technical support teams in a campus-style, multisite, or enterprise environment
- Experience supporting 24x7x365 operations, including shift coverage, holidays, and high-availability environments
Technical Requirements
- Strong hands-on experience with:
- Windows operating systems
- Microsoft Office 365
- Desktop administration and endpoint support
- Working experience with ServiceNow or similar ITSM platforms
- Solid understanding of ITIL-aligned processes, including:
- Incident Management
- Problem Management
- Change Management
Leadership & Operational Skills
- Ability to ensure full staffing coverage and manage schedules to meet SLA and operational requirements
- Strong escalation management and decision-making skills
- Excellent customer service, communication, and stakeholder coordination abilities
- Experience acting as a primary point of contact between technical teams and business stakeholders
Preferred Qualifications
- Relevant technical certifications such as:
- CompTIA A+
- Network+
- Microsoft certifications
- or equivalent industry credentials