Service Desk Team Lead
Job Description
Job Description
Service Desk Team Lead
For more than 150 years, Morgan has been committed to offering world class solutions for the metals industry. At Morgan, we position our customers for success by collaborating with them to enhance safety, improve efficiency, and deliver value through the world’s most advanced material handling systems—while building a better future for our employees and community.
Position Summary:
Due to tremendous growth, Morgan Engineering is seeking a Service Desk Team Lead to join our expanding team in Alliance, OH. This role is responsible for supervising the IT Service Desk team, ensuring exceptional customer service, and maintaining efficient ticket queue management. The ideal candidate will also play a key role in supporting IT training initiatives across departments, fostering a culture of continuous improvement and technical excellence.
As an employee at Morgan, you will help us to fulfill our vision: To challenge the possibilities of today by thinking differently.
Responsibilities:
- Lead and supervise the Service Desk team
- Participate in Service Desk backlog refinement meetings
- Monitor the IT Service Desk ticket queue
- Maintain a high standard of customer service
- Collaborate with other departments on user IT training
- Ensure the Service Desk area is organized, stocked, and clean
Education/Experience:
- 5+ years of service desk experience
- Experience with Agile project management
- Proficiency with ITSM platforms
- Strong technical knowledge of common IT desktop software and hardware
- Technical troubleshooting of common IT issues
- Excellent communication and conflict resolution skills
Required Certifications:
- IT-specific certifications from an accredited organization, such as:
- Entry-level Microsoft Certifications
- CompTIA A+
- ITIL Foundation
Benefits:
- Competitive wages
- Comprehensive benefits package, including:
- Health insurance
- Dental insurance
- Vision insurance
- Life insurance
- 401(K)
- 401(K) matching
- Paid time off
About Morgan:
For more than 150 years, Morgan Engineering has created a legacy as a world leader in material handling systems. Through the design, production and service of large-scale industrial overhead and gantry-type cranes and mill equipment, we provide the innovative technology and engineering expertise to move our clients’ businesses forward. To learn more about our company or apply for this position, visit www.morganengineering.com.