IT Service Desk Team Lead

About Crisis24

Crisis24 is a global, AI-enhanced provider of travel risk management, mass communications, critical event management, crisis-security consulting, personal protection solutions and global medical concierge capabilities, allowing prominent organizations, disruptive brands and influential people to operate with confidence in an uncertain world. At Crisis24, we go beyond mere employment; we pave the way to a realm where your skills become instrumental in shaping global security, guiding clients through a multifaceted and challenging landscape. Your journey with us will be deeply fulfilling, driven by a powerful sense of purpose and accomplishment. Within our thriving environment, you'll discover abundant chances for both personal and career advancement. Seize this moment to push your limits, broaden your expertise, and elevate your professional journey to unprecedented levels. Join the Crisis24 team today and be a part of something extraordinary where growth and impact converge.

More information is available at www.crisis24.garda.com

Who We Are Looking For

The IT Service Desk Team Lead is responsible for overseeing the day-to-day operations of the IT Service Desk function while continuing to provide hands-on 1^st and 2nd level technical support to Crisis24 end users, both in-office and remotely. This role combines advanced technical troubleshooting with leadership responsibilities, including coordinating workload, mentoring team members, and driving continuous improvement in service delivery and customer experience.

The IT Service Desk Team Lead acts as an escalation point for complex issues, ensures adherence to standards and procedures, and supports the IT Manager in planning, prioritization, and execution of initiatives impacting the end-user environment. Strong leadership, communication, problem-solving, and multitasking skills are essential for success in this role.

What You Will Work on

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Coordinate the day-to-day activities of the IT Service Desk team in North America (NA), including ticket assignment, queue management, and prioritization of requests based on impact and urgency.
• Manage and maintain all technology in the Crisis24 offices in the NA regions.
• Serve as the primary escalation point for complex or high-priority incidents, working hands-on to resolve issues and guiding team members through troubleshooting steps.
• Conduct 1-on-1 coaching, and informal performance feedback to IT Service Desk employees, helping develop their technical and service delivery skills.
• Oversee and manage essential IT inventory by office and division, making sure there is enough hardware to support business operations while adhering to individual divisional budgets.
• Ensure accurate documentation of support requests, solutions, and troubleshooting steps in the ticketing system and knowledge base; promote consistent use of documentation across the team.
• Support onboarding, training, and cross-training of new and existing team members on tools, procedures, and best practices.
• Collaborate with other IT teams to escalate complex issues, ensuring timely resolution and clear communication with end users.
• Manage support coverage and on-call rotations to maintain 24/7 Emergency IT Support.
• Help foster a positive, collaborative, and customer-focused team culture aligned with company values and a high-performance environment.

What You Will Bring

• Proven experience in Senior IT support / Service Desk and IT Coordinator roles.
• CompTIA A+, Bachelor's degree or recognizable equivalent.
• Strong knowledge of Windows and macOS operating systems.
• Strong knowledge and experience with Active Directory, MS Entra ID, MS Office 365, Okta, and the Atlassian suite.
• Excellent problem-solving skills and ability to work independently.
• Customer-oriented approach with effective communication and interpersonal skills.
• Minimum of 2 years of experience in IT support with a preference for IT Support coordination and/or Systems Administrator duties.
• Professional, self-motivated, flexible, and able to meet deadlines under a high-volume workload in a fast-paced, constantly changing environment.
• Empathetic communicator with experience supporting C suite executives.
• Proactive self-starter with experience managing people in different time zones.
• Strong technical understanding of enterprise grade hardware, software and infrastructure.
• Strong understanding of IT Asset Management and TCO.
• Proven experience prioritizing deliverables and reporting on KPI's.
• Experience working for a Managed Services Provider.
• Attention to detail and strong organization with a large volume of tasks and responsibilities.
• Computer Science Bachelor's degree, CompTIA Security+, CompTIA a+ Network, or ITIL Foundation are a plus.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment.

Physical Demands

The physical demands described here are representative of those which must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must occasionally lift or move office products and supplies, up to 20 pounds.

Position Type/Expected Hours of Work

This is a full-time, hourly, non-exempt position. Regular hours are Monday-Friday in-office, with emergency on-call rotation during the week and on weekends. This position may require occasional long hours and weekend work.

Travel: Overnight travel may be required.

The expected salary range for this role is $70,000-$80,000, depending on relevant experience and qualifications.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Information Security

Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.

Crisis24, A GardaWorld Company is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.