Service Desk Team Lead, NinjaOne
More information about location
5 days a week in office
Endpoint IT management platform
Be an early applicant
Endpoint IT management platform
1001+ employees
Be an early applicant
More information about location
5 days a week in office
1001+ employees
Company mission
To simplify IT operations by automating real-time visibility, security, and control over all endpoints.
Role
Who you are
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)
- 5+ years of IT support or service desk experience
- Proficient in ITIL Service Management best practices and ITIL Service Desk processes
- High level critical thinking skills
- Strong technical expertise in Windows, MacOS, SaaS platforms (O365, Atlassian, Google Workspace), and common IT support tools
- Experienced in creating and managing KPI reports for Service Desk operations (e.g., volume, resolution, backlog, satisfaction)
- Excellent communication and leadership skills, capable of explaining technical concepts to non-technical audiences and motivating/coaching team members
- Proven ability to thrive in fast-paced environments, effectively prioritize, manage multiple projects, and utilize Service Desk ticketing and asset management systems. (Flexibility to work outside regular hours as needed.)
What the job involves
- The Service Desk Team Lead will be expected to lead a team of technicians and admins who provide timely and efficient technical support to Ninja Staff
- The successful candidate will be responsible for ensuring the timely resolution of incidents and requests, maintaining service level objectives (SLOs), and providing a positive customer experience, based on the performance of the Service Desk staff under their leadership
- The Team Lead will also be responsible for standard training, mentoring and coaching team members to develop their skills, both soft & technical to ensure they are providing timely and efficient technical support to end-users (Ninja Staff), based off instruction and guidance from Senior IT Management
- The Team Lead will be expected to handle first line escalations, both technical and functional, further escalating to other IT teams or senior IT Management
- The Team Lead will also be a critical point of contact for their regional office location and support Senior IT Management with site specific services and stakeholder management for this office
- Lead and support a team of technicians and admins to ensure timely and efficient resolution of incidents and requests, meeting or exceeding SLOs
- Collaborate with other Team Leads, IT teams and Senior IT Management to develop and maintain consistent Service Desk processes and support a "follow-the-sun" service model
- Oversee incident and request handling, ensuring appropriate action and timely escalation by technicians and admins
- Provide regular performance reports on key Service Desk metrics (volume, SLOs, satisfaction) to Senior IT Management
- Support staff development and stakeholder relations, including coaching, performance evaluations, and maintaining positive relationships with Service Desk stakeholders both at a global and local level
- Other duties as needed
Our take
NinjaOne is an IT endpoint management platform that offers comprehensive solutions for managing and securing endpoints in an organisation's IT infrastructure.
The platform helps enhance security measures and ensure optimal performance across various endpoints through a variety of products from vulnerability patch management to cloud backups for multi-tenants. It is also able to protect users logging into IT systems remotely, making it a valuable option to the large roster of companies embracing remote work.
Since founding in 2013, NinjaOne has grown both its team and customer base substantially, and now serves the like of NVIDIA, Nissan and HelloFresh. A influx of funding has also allowed the company to hyper-focus on its customer support, especially in remote form, and continue to develop its products and automations.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Feb 2025
$500m
SERIES C
Feb 2024
$231.5m
SERIES C
Total funding: $761.5m
Company HQ
Waller Creek District, Austin, TX
Leadership
Sal Sferlazza
(Co-Founder & CEO)Co-Founder and member of the Board of Directors for Boostlingo. Founder and Principal for LaunchCapital.co. Previously co-founded other companies including Realm Interactive/NCsoft and PacketTrap/Quest Software.
Christopher Matarese
(Co-Founder, President & CFO)Serial entrepreneur. Co-founded Boostlingo, Launch Capital, Anchor and Bandera.
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