IT Service Desk Lead

Who We Are

US Cold owns and operates one of the most complex temperature-controlled logistics networks in North America. Every day, our systems coordinate the storage and movement of food at national scale across a network of state-of-the-art distribution centers, including multiple highly automated warehouse facilities. We continue to advance our core warehouse and logistics platforms while strengthening reliability, operational resilience, automation, and customer experience through modern infrastructure, cloud technologies, and service management practices.

As part of our technology modernization strategy, we continue to invest in service excellence, endpoint technologies, collaboration platforms, and operational support capabilities that enable our associates to serve customers efficiently and effectively.

The Role

The IT Service Desk Lead provides advanced technical support while coordinating the day-to-day operations of the Service Desk team. This position serves as the primary escalation point for complex incidents and service requests, ensuring issues are resolved efficiently and aligned with established service levels. The role also helps prioritize workloads, mentor Service Desk staff, promote knowledge sharing, and drive continuous improvement initiatives across the support organization.

This position works closely with Infrastructure, Security, Applications, Operations, and business teams to maintain a secure, stable, and productive technology environment across the US Cold network. The ideal candidate combines strong technical expertise, leadership capabilities, customer service excellence, and a passion for operational improvement.

What You Will Own

• Deliver advanced technical support for hardware, software, operating systems, mobile devices, printers, collaboration tools, and enterprise applications.
• Serve as the primary escalation point for complex incidents and service requests while maintaining ownership through resolution.
• Monitor Service Desk queues, prioritize ticket assignments, balance workloads, and ensure adherence to service level objectives and response targets.
• Manage incidents and service requests throughout their lifecycle, ensuring accurate documentation, communication, and service delivery.
• Troubleshoot and resolve endpoint, workstation, network connectivity, infrastructure, and application issues with minimal business disruption.
• Configure, deploy, maintain, and support desktops, laptops, mobile devices, peripherals, and related endpoint technologies.
• Support Microsoft 365 services, Active Directory, Exchange, Intune, Azure, and associated user administration activities.
• Assist with installation, maintenance, availability, and operational support of network and infrastructure services.
• Coordinate onboarding activities including equipment deployment, account provisioning, workstation setup, training, and knowledge transfer.
• Mentor Service Desk staff through technical guidance, troubleshooting assistance, coaching, and knowledge sharing.
• Create and maintain knowledge base articles, standard operating procedures, technical documentation, and operational processes
• Identify recurring issues, perform root cause analysis, and recommend automation opportunities, process improvements, and ticket reduction strategies.
• Collaborate with vendors, managed service providers, and internal technology teams to improve service reliability and resolve issues efficiently
• Participate in on-call, after-hours, holiday, or shift support rotations when required.
• Travel occasionally to US Cold facilities to support projects, deployments, and onsite technical initiatives.

What We're Looking For

Required Qualifications

• Associate's degree, technical certification, or equivalent combination of education and experience.
• Minimum 5 years of experience supporting Service Desk operations, desktop support, or end-user computing environments.
• Minimum 2 years of experience leading, mentoring, coordinating, or supervising technical support teams.
• Experience troubleshooting Windows operating systems and Microsoft Office applications.
• Experience supporting Microsoft 365 environments
• Experience configuring and supporting laptops, desktops, printers, mobile devices, and peripherals.
• Experience managing ticket queues, prioritization, incident escalation, and service delivery activities.
• Strong customer service, communication, documentation, leadership, and problem-solving skills.
• Working knowledge of networking fundamentals and common troubleshooting methodologies.
• Ability to work independently while collaborating effectively across technical