IT Service Team Lead

About USS

United Site Services is the industry leader in comprehensive site services, committed to creating partnerships that help enable our customers’ project and event success. Our deep industry expertise, excellence in process management, and dedication to corporate responsibility are pillars of our value proposition; each supported by tangible, best-practice programs.

Our success is fueled by the dedication and collaboration of our diverse team, which includes field technicians, customer care representatives, sales professionals, and functional experts. Each member of our team plays a vital role in ensuring a seamless and reliable experience for our customers.

By joining United Site Services, you will be part of an organization that values continuous improvement, teamwork, and excellence in every aspect of our business.

Primary Purpose

The Service Team Lead supervises a team of Service Analysts I-III and owns day-to-day Service Desk operations for that team, including queue health, shift coverage, and ticket-quality standards. This role manages performance, development, and scheduling for its direct reports, recommends hiring and disciplinary actions to the Service Desk Manager, and carries a limited ticket queue to stay hands-on. It is a formal people-supervisor position that reports to the Service Desk Manager.

Essential Functions

• Supervise Service Analysts I-III: assign work, set priorities, and hold the team to SLA and ticket-quality standards
• Conduct performance reviews, set goals, approve timecards and time off, and manage career development for direct reports
• Interview candidates and recommend hiring, promotion, discipline, and termination decisions to the Service Desk Manager
• Build shift coverage, breaks, and the Saturday on-call rotation schedule
• Monitor the ticket queue to ensure SLAs are met across all analyst tiers
• Handle escalations that require cross-team coordination or management visibility
• Identify trends in ticket volume and drivers, and recommend process or automation improvements
• Carry a limited ticket queue (Tier 2/3) to support the team; supervision remains the primary duty
• Partner with the Service Desk Manager on reporting, staffing needs, and process changes
• Perform other duties as assigned

Qualifications

EDUCATION

Min/Preferred Education Level Description

Minimum

Preferred Associate degree

Bachelor's degree ITIL Foundation, Microsoft certifications, supervisory or leadership training

EXPERIENCE

Min/Preferred Comments

5-7 years in IT support, including 1+ year supervising or formally leading others

ADDITIONAL KNOWLEDGE & SKILLS

• Demonstrated ability to supervise, coach, and evaluate others, including performance feedback and corrective action
• Working knowledge of hiring, scheduling, timekeeping, and wage-and-hour practices
• Strong working knowledge of ticketing systems, queue management, and SLA reporting
• Advanced troubleshooting skills across hardware, software, and access/identity issues
• Strong organizational skills to balance team management with a personal ticket queue
• Clear, calm communication style, especially during escalations

Physical Requirements

• Sit while answering phones or reply to emails
• Use hands and fingers to handle, control or feel objects tools or controls
• Repeat the same movements when entering data
• See details of objects that are less than a few feet away
• Speak clearly so listeners can understand
• Understand the speech of another person
• Focus on one source of sound and ignore others
• Hear sounds and recognize the difference between them
• See differences between colors, shades and brightness

Benefits Summary

All full-time employees working an average of 30 hours or more per week are eligible for the following benefits:

• Holiday & Paid Time Off (pro-rated for Part-Time employees)
• Medical/Pharmacy
• Dental
• Vision
• Employer-Paid Short-Term Disability
• Employer-Paid Employee Basic Life & Accidental Death and Dismemberment
• Voluntary Employee Life & Accidental Death and Dismemberment
• Voluntary Spousal Life
• Voluntary Dependent Life
• Hospital Indemnity, Accident and Critical Illness
• Commuter/Transit Account
• Healthcare Flexible Spending Account
• Dependent Care Flexible Spending Account
• Health Savings Account
• 401(k) with employer match
• Employer-Paid Employee Assistance Program (EAP)
• Employee Discounts

Salary Range

$77,400.00/Yr. – $112,200.00/Yr. / hour

Pay Transparency Statement

At United Site Services, our salary ranges reflect the minimum and maximum base pay for the posted position applicable to all locations across the US. Within the posted salary range, individual pay is determined by the geographic location, job related skills, experience, education, and certifications. Our total compensation package includes base pay plus a comprehensive benefits program.

EEO Statement

Some positions may require secure site access and/or domestic air travel. All candidates for positions which require secure site access and/or domestic air travel must possess an acceptable form of identification to comply with state and federal regulations, such as REAL ID-compliant driver’s license or state ID, or U.S. passport. This statement is not intended to require documentation beyond what is acceptable under the federal I-9 form process administered by the U.S. Citizenship and Immigration Services (USCIS); and should not be construed as creating additional employment eligibility verification requirements.

United Site Services is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation , gender identity , age (40 and over), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status or any other status protected by federal, state or local law. Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and co-workers.