IT Service Desk Administrative Team Lead

Job Title: IT Service Desk Administrative Team Lead
Position Availability: Evergreen Anticipated January 2026
Company:Virtual Technologies Group (VTG)
Location: Manchester NH (Local Surrounding Area)
Department: Help Desk Operations
Position Type:Full-Time Part Time
Employee Type: FTE Hourly
Compensation Range:$70000 - $95000

Company Overview:
Virtual Technologies Group is a leading innovator in the technology sector specializing in the development and implementation of advanced virtual solutions. Our mission is to empower businesses with cutting-edge technology that enhances efficiency productivity and connectivity. With a team of highly skilled professionals we deliver customized solutions tailored to meet the unique needs of our clients across various industries. Our commitment to excellence innovation and customer satisfaction drives us to continuously push the boundaries of what is possible. At Virtual Technologies Group we are dedicated to shaping the future of technology and making a positive impact on the world.

The IT Service Desk Administrative Team Lead is responsible for the daily management and leadership of a team of 1012 Service Desk Analysts ensuring the delivery of exceptional and high-quality IT support services to the higher education university community. This role focuses on administrative oversight operational efficiency continuous process improvement and staff mentorship to ensure all Service Level Agreements (SLAs) and performance metrics are consistently met.

Team Leadership and Supervision

• Lead mentor coach and develop a team of 1012 Service Desk Analysts fostering a culture of high performance accountability and customer-centric service.
• Conduct regular one-on-one meetings performance reviews and provide constructive feedback to ensure staff development and adherence to service standards.
• Manage team scheduling monitor real-time queue activity and adjust resource allocation to ensure optimal coverage and management of all inbound contacts (calls tickets chat email).
• Ensure all analysts hold suitable certifications and maintain relevant training and development plans.

• Oversee the day-to-day operations of the Service Desk ensuring timely and effective resolution of incidents and fulfillment of service requests in alignment with established SLAs.
• Monitor and analyze service desk performance metrics (KPIs CSAT FCR) to identify trends improve service quality and drive strategic initiatives for operational improvements.
• Develop implement and maintain IT Service Management (ITSM) processes and procedures ensuring adherence to ITIL best practices across all team activities.
• Act as the primary point of contact for escalated high-priority or complex issues facilitating timely resolution and maintaining communication with stakeholders.
• Oversee the management of the End-to-End Incident Lifecycle ensuring accurate logging categorization and closure of all tickets within the ticketing system.

• Promote and actively operate a philosophy ofContinuous Improvementwithin the team researching and applying better ways to effectively achieve end results.
• Serve as a liaison between the Service Desk other IT departments and external customers (the SNHU community) to facilitate communication and coordinate resolution for systemic issues.
• Assist in the development and review of procedures techniques or programs to analyze or improve the performance and efficiency of software and hardware systems.

• Bachelors degree in Information Technology Computer Science or a related field or equivalent practical experience.
• Minimum of 3 years of experience in IT support with at least 1-2 years in a formal or informal leadership/supervisory role within a Service Desk environment.
• Strong working knowledge and understanding of ITIL practices (Incident Management Request Fulfillment Knowledge Management).
• Proven ability to manage motivate and develop a team of technical support professionals.
• Experience using: Service Now ITSM Power BI D2L Brightspace Ellucian Banner telephony solutions (RingCentral Five9) Microsoft 365 desktops laptops Windows OS 10 & 11 LogMeIn Rescue.

• Team Leadership:Exceptional ability to lead by example motivate and foster a collaborative and respectful team environment.
• Customer-Centric Focus:Demonstrated commitment to providing outstanding customer service with excellent verbal and written communication skills.
• Problem-Solving & Analysis:High levels of initiative critical thinking and the ability to logically analyze situations make decisions and drive change.
• Technical Acumen:Solid technical background with the ability to provide clear and understandable instructions on troubleshooting hardware software and networking issues.
• Organizational Skills:Excellent planning prioritization and time management skills with the ability to maintain workflow and manage work queues effectively

Why Join Us

At Virtual Technologies Group we provide more than just IT solutionswe offer a dynamic environment where you can learn grow and expand your skillset. As a leading managed services cybersecurity and IT consulting firm we support a diverse range of customers giving you the opportunity to tackle unique challenges and stay ahead in a rapidly evolving industry.
Join a team that values innovation collaboration and professional development. Whether youre looking to sharpen your technical expertise work with cutting-edge technology or make a real impact were committed to helping you build a rewarding career.

Benefits Overview:

VTG offers a comprehensive benefits package to meet the needs of our employees and their families. Benefits include medical insurance plans dental insurance vision insurance health savings accounts (HSA) flexible spending accounts (FSA) life insurance short and long-term disability insurance paid time off and holidays and a 401(k) with employer match

EEO Statement:

VTG is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability veteran status or any other legally protected status.
We believe that diversity strengthens our team and drives innovation. All employment decisions are based on qualifications merit and business needs. If you require reasonable accommodation during the application or interview process please contact emailprotected.