IT SERVICE DESK LEADER

IT Service Desk Leader

Department: Information Technology  

At Daniel Defense Only the Best Build the Best…  

Daniel Defense engineers and manufactures the world’s finest weapon systems and accessories. Our mission to honor God and defend Freedom is accomplished by serving customers and providing top quality solutions to our military, law enforcement and civilians that are seeking premium firearms for home defense, hunting, and sport shooting. 

As a Service Desk Leader, you will drive the evolution of the IT support experience by overseeing the daily operations of the service desk team. Your leadership will be instrumental in creating a high-performance, customer-focused culture that prioritizes innovation, efficiency, and accountability. Acting as a critical liaison between end users and IT support staff, you will lead initiatives to modernize incident response, optimize ticket workflows, and elevate service delivery through data-driven performance management. In this role, you will mentor team members, resolve complex escalations, and contribute strategic insight to shape a scalable and enterprise-class service desk.

Essential Functions:

Leadership

• Responsible for demonstrating commitment to and leadership of environmental health and safety principles, policies and procedures.
• Provide leadership, guidance, and coaching to service desk staff.
• Conduct regular performance reviews, provide feedback, and support staff development.
• Schedule shifts and ensure adequate coverage for 24/7 support.
• Foster a culture of continuous improvement, ownership, and professional growth.
• Participate in IT planning and decision-making by identifying recurring issues and improvement opportunities.
• Administer service desk tools and platforms.
• Participates in the company’s efforts to continuously improve Safety, 6S, Quality, Delivery and Productivity.
• Expected to be a contributor to the company standards on high integrity, safety, fair and equitable treatment and a positive work environment
• Other responsibilities as deemed appropriate or necessary by management.

Service Desk Operations

• Triage, assign, prioritize, and escalate tickets to maintain service level agreements (SLAs).
• Monitor ticketing system (e.g., InvGate, ServiceNow, Jira Service Desk) to ensure SLAs and KPIs are met.
• Provide hands-on support for escalated or critical issues.
• Act as a point of escalation for complex or high-impact support issues.
• Coordinate with third-party vendors for support or hardware/software provisioning.

Continuous Improvement

• Develop, document, and maintain ITIL-based procedures and workflows.
• Analyze trends and recurring issues; implement solutions to reduce ticket volume.
• Analyze service desk metrics from the ticket system to generate actionable performance reports that drive continuous improvement and strategic decision-making.
• Recommend and implement automation to increase efficiency.
• Collaborate with other IT teams to ensure seamless issue resolution and service delivery.
• Maintain and improve IT support processes and workflows.
• Maintain the IT knowledge base and ensure the availability of accurate, up-to-date documentation.

Customer Service & Communication

• Ensure a high level of customer satisfaction through timely and effective communication.
• Proactively communicate with end users to set expectations, provide status updates, and ensure transparent resolution timelines.
• Conduct regular training sessions to improve team technical skills and customer service.
• Act as a point of contact for user feedback and service desk escalations.
• Champion a service-oriented mindset by integrating user feedback into continuous improvement initiatives and aligning support strategies with business needs.
• Collaborate with stakeholders across departments to understand evolving user expectations and tailor support experiences that exceed them.

Knowledge, Skills and Abilities:

Required

• Bachelor’s degree in Computer Science, Information Systems, or related field; or equivalent combination of education and experience to effectively perform the essential functions of the job.
• 5+ years of IT support experience, with 2+ in a supervisory or lead role.
• Strong working knowledge of ticketing systems and ITIL frameworks.
• Experience with Microsoft 365, Active Directory, endpoint management, and remote support tools.
• Excellent communication and customer service skills.

Preferred

• ITIL Foundation Certification
• CompTIA A+/Network +/ Microsoft Certified: Modern Desktop Administrator
• Experience supporting enterprise manufacturing environments of 300+ users.
• Ability to travel 10-15% of the time.
• Demonstrated ability to recognize and work with our Permission to Play Values.

Physical Requirements:

• Must be able to lift and carry awkward items weighing up to 50 pounds.
• Requires intermittent standing, walking, sitting and bending throughout the work day.
• Must be able to work in a manufacturing environment, to include working in and around machinery, exposure to noise and chemicals, lights/lasers, etc.
• Must be able to wear appropriate Personal Protection Equipment as required by your position and/or Company policy.

Daniel Defense is an EOE AA M/F/Vet/Disability employer and promotes a "Drug Free Workplace".

Note:  The statements above are intended to describe the general nature and level of work being performed by those assigned to the job.  This list is not intended to be an exhaustive list of responsibilities, duties and skills required of personnel in this job.  Responsibilities are subject to change at the discretion of the employer and do not establish a contract of employment – Daniel Defense is an at will employer.