Team Lead

Join Our Dynamic IT Leadership Team in Detroit, MIWe are seeking a motivated leader to serve as the primary technical point of contact for WCAA Technology Services teams, overseeing daily IT Help Desk and support operations. This is a fantastic opportunity to lead a dedicated team providing 24x7x365 support, ensuring top-notch service delivery and seamless operations. If you are passionate about technology and leadership, this role is for you!Key ResponsibilitiesLead and manage onsite staff providing Level 1, Level 2, Desktop Administration, and System Operations services.Maintain and update Standard Operating Procedures (SOPs) and ServiceNow workflows.Monitor service performance and ensure compliance with Service Level Agreements (SLAs).Provide escalation guidance and ensure timely resolution of complex incidents.Conduct weekly team meetings and monthly management reviews.Oversee ticket lifecycle management in alignment with incident management processes.Analyze service metrics and customer feedback for continuous improvement.Coordinate with stakeholders and vendors for seamless service delivery.Support development and updates of ServiceNow knowledge base and self-service improvements.Ensure consistent documentation and adherence to WCAA policies and IT governance practices.RequirementsStrong experience leading IT service desk or technical support teams in a 24x7 operational environment.Hands-on experience with Level 1 and Level 2 support, desktop administration, and system operations.Strong knowledge of ITIL-based service management and incident management processes.Proficiency in ServiceNow or similar ITSM tools.Excellent troubleshooting skills across Windows OS, Microsoft 365, hardware, and network connectivity issues.Strong leadership, team management, and mentoring skills.Ability to manage escalations, prioritize workload, and ensure SLA compliance.Strong analytical skills for interpreting service metrics.Excellent communication and coordination skills.US Citizen or Green Card holder.PreferencesBachelor's degree in Information Technology, Computer Science, or related field.CompTIA A+, Network+, Microsoft Certified (Associate/Expert), ITIL Certification or equivalent.This is a hybrid role based in Detroit, MI. Unfortunately, relocation is not accepted, and remote work is not an option.If you're ready to take the next step in your IT career and join a dynamic team, we want to hear from you! Submit your resume today.By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at .