Service Desk Team Lead

General SummaryThe Service Desk Team Lead is responsible for overseeing daily IT support operations, ensuring high-quality technical assistance across corporate, retail, and distribution environments. This role combines hands-on support, team leadership, and process improvement, ensuring that IT services align with the fast-paced retail business. This position supports the Wholesale business.The responsibilities described below are considered essential functions of the role. This position is based in our LIC office and requires working on-site.Key ResponsibilitiesLead, mentor, and manage a team of Service Desk Analysts supporting corporate offices, retail stores, and distribution centersMonitor ticket queues and workloads to ensure SLA compliance and timely issue resolutionConduct regular team meetings, coaching sessions, and performance reviewsDevelop staff through training, knowledge sharing, and career development plansAble to manage multiple projects and deadlines with support and resources as neededPerform other duties and special projects as assigned Specific Job SkillsEssential duties include Oversee incident, request, and problem management processes using ServiceNowEnsure consistent delivery of high-quality customer service and user satisfactionHandle escalated technical issues and act as the point of contact for complex incidentsMaintain and improve knowledge base articles and support documentationProvide technical assistance for corporate users, including laptops, Azure & On-Prem Active Directory, Office 365, VPN, and collaboration toolsCoordinate with infrastructure, networking, and information security teams to resolve cross-functional issuesRequired QualificationsBachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)Minimum of 5+ years of IT support experience, with at least 1–2 years in a leadership or supervisory roleStrong experience supporting retail environments (POS systems, store operations)Hands -on expertise with: Windows and Mac OS environments, Active Directory / Azure AD, Microsoft 365 (Outlook, Teams, Excel, PowerPoint) and ITSM platforms (ServiceNow)Excellent interpersonal, problem-solving, and organizational skillsFULL TIME POSITIONS: The expected base salary for this position ranges from $66,000-$70,000. Ranges are based on various factors such as relevant skillset, training, years of experience related to the current job description, education, and our organizational structure. In addition to the base salary, Steve Madden offers a competitive benefits package that includes health and dental insurance, life insurance, disability insurance, 401K, paid holidays, a generous paid time-off policy, and career opportunities within a dynamic team.