Mid Level Service Desk Lead Jobs
Mid level service desk lead jobs go to professionals ready to own escalation workflows, coordinate junior technicians, and shape support processes without constant oversight. Roles cover on-site, remote, and hybrid settings across Technology & Software, Education, and Staffing & Recruiting, with employers like Abacus.Ai, Abacus, and Jobot hiring at this level now.
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Showing 5 of 36+ Mid Level Service Desk Lead jobs
Details
Open Date 11/11/2026
Requisition Number PRN46738B
Job Title IT Support / Help Desk Technicians
Working Title IT SUPPORT/HELP DESK TECH III
Career Progression Track S00
Track Level S3 - Skilled
FLSA Code Nonexempt
Patient Sensitive Job Code? No
Standard Hours per Week 40
Full Time or Part Time? Full Time
Shift Day
Work Schedule Summary
7am-4pm M-F
VP Area President
Department 01555 - UIT INFRASTRUCTURE & OPS
Location Campus
City Salt Lake City, UT
Type of Recruitment External Posting
Pay Rate Range $23.46/hour
Close Date 11/30/2026
Priority Review Date (Note - Posting may close at any time)
Job Summary
University Information Technology ( UIT ) has an opening for a full-time, benefited help desk position. Until further notice, this position is eligible for hybrid or on-site work from within the state of Utah. Please note that this position requires on-site training and, occasionally, on-site work.
An employee hired into this role who telecommutes will be responsible for providing space, telephone, printing, networking and/or internet capabilities at the telecommute location and signing the University of Utah Telecommuting Agreement. The employee will also be responsible for transportation and related expenses for on-site work.
About UIT : University Information Technology ( UIT ) , the central IT service provider for the University of Utah, reports to the U’s Chief Information Officer and is responsible for many of the U’s shared IT services including the wired and wireless network; Campus Information Services ( CIS ) portal; UMail, telephone, and online collaboration; digital learning technologies; information security; software licensing; and a host of other IT systems and services.
About the University of Utah : Located in Salt Lake City, the U is the flagship institution of the State of Utah’s system of higher education, home to arts and museum venues and a member of the BIG -12 Conference . Skiing and snowboarding opportunities are a short distance from campus, and opportunities to pursue activities from biking to hiking to fishing abound . Salt Lake City is home to the Utah Symphony and Opera , Ballet West , professional sports teams , and a wide range of other cultural and recreational activities.
Responsibilities
The IT Support/Help Desk Technician III is primarily responsible for monitoring Campus Help Desk operations, conducting quality assurance reviews, coaching and developing front-line support staff, and promoting adherence to established service standards, procedures, and best practices. The position provides guidance on customer service, troubleshooting, documentation, and knowledge management to support a high-quality and consistent support experience.
In addition, this role provides advanced technical support for university users (guests, students, faculty, staff, and affiliates), assisting with escalated hardware, software, account, security, and network-related issues. The position serves as a resource for complex incidents, supports front-line operations as needed, and helps ensure timely and effective resolution of support requests.
The position is also responsible for creating, maintaining, and improving support documentation and knowledge resources, including knowledge base articles, standard operating procedures, and self-service tools, to enhance service quality, consistency, and operational efficiency.
This job description is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to the job.
Minimum Qualifications
EQUIVALENCY STATEMENT : 1 year of higher education can be substituted for 1 year of directly related work experience (Example: bachelor’s degree = 4 years of directly related work experience).
Department may hire employee at one of the following job levels:
IT Support / Help Desk Technician, III : Requires 3+ years of related experience.
Preferences
Strong customer service and communication skills, translating technical issues into effective user support
Advanced troubleshooting of Windows, macOS, iOS, Android, Microsoft 365, networking, and identity/access management
Experience with ticketing systems, documentation, knowledge management, and University of Utah systems and processes for consistent service delivery and continuous improvement
Type Benefited Staff
Special Instructions Summary
Additional Information
The University is a participating employer with Utah Retirement Systems (“URS”). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at (801) 581-7447 for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS’ post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or University Human Resource Management at (801) 581-7447 if you have questions regarding the post-retirement rules.
This position may require the successful completion of a criminal background check and/or drug screen.
The University of Utah values candidates who have experience working in settings with students and possess a strong commitment to improving access to higher education.
Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.
Consistent with state and federal law, the University of Utah does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran’s status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.
To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Title IX ( OEO ). More information, including the Director/Title IX Coordinator’s office address, electronic mail address, and telephone number can be located at the: University of Utah Non‑Discrimination page .
Online reports may be submitted at https://oeo.utah.edu
**https://publicsafety.utah.edu/safetyreport/**This report includes statistics about criminal offenses, hate crimes, arrests and referrals for disciplinary action, and Violence Against Women Act offenses. They also provide information about safety and security-related services offered by the University of Utah. A paper copy can be obtained by request at the Department of Public Safety located at 1658 East 500 South.
As per University of Utah policy 5-108: Transfer of Benefits Eligible Staff Members , a new hire to the University of Utah who is still serving a 12 month probationary period will not be hired into another University of Utah job (a transfer) until the successful completion of the probationary period.
Details
Open Date 11/11/2026
Requisition Number PRN46738B
Job Title IT Support / Help Desk Technicians
Working Title IT SUPPORT/HELP DESK TECH III
Career Progression Track S00
Track Level S3 - Skilled
FLSA Code Nonexempt
Patient Sensitive Job Code? No
Standard Hours per Week 40
Full Time or Part Time? Full Time
Shift Day
Work Schedule Summary
7am-4pm M-F
VP Area President
Department 01555 - UIT INFRASTRUCTURE & OPS
Location Campus
City Salt Lake City, UT
Type of Recruitment External Posting
Pay Rate Range $23.46/hour
Close Date 11/30/2026
Priority Review Date (Note - Posting may close at any time)
Job Summary
University Information Technology ( UIT ) has an opening for a full-time, benefited help desk position. Until further notice, this position is eligible for hybrid or on-site work from within the state of Utah. Please note that this position requires on-site training and, occasionally, on-site work.
An employee hired into this role who telecommutes will be responsible for providing space, telephone, printing, networking and/or internet capabilities at the telecommute location and signing the University of Utah Telecommuting Agreement. The employee will also be responsible for transportation and related expenses for on-site work.
About UIT : University Information Technology ( UIT ) , the central IT service provider for the University of Utah, reports to the U’s Chief Information Officer and is responsible for many of the U’s shared IT services including the wired and wireless network; Campus Information Services ( CIS ) portal; UMail, telephone, and online collaboration; digital learning technologies; information security; software licensing; and a host of other IT systems and services.
About the University of Utah : Located in Salt Lake City, the U is the flagship institution of the State of Utah’s system of higher education, home to arts and museum venues and a member of the BIG -12 Conference . Skiing and snowboarding opportunities are a short distance from campus, and opportunities to pursue activities from biking to hiking to fishing abound . Salt Lake City is home to the Utah Symphony and Opera , Ballet West , professional sports teams , and a wide range of other cultural and recreational activities.
Responsibilities
The IT Support/Help Desk Technician III is primarily responsible for monitoring Campus Help Desk operations, conducting quality assurance reviews, coaching and developing front-line support staff, and promoting adherence to established service standards, procedures, and best practices. The position provides guidance on customer service, troubleshooting, documentation, and knowledge management to support a high-quality and consistent support experience.
In addition, this role provides advanced technical support for university users (guests, students, faculty, staff, and affiliates), assisting with escalated hardware, software, account, security, and network-related issues. The position serves as a resource for complex incidents, supports front-line operations as needed, and helps ensure timely and effective resolution of support requests.
The position is also responsible for creating, maintaining, and improving support documentation and knowledge resources, including knowledge base articles, standard operating procedures, and self-service tools, to enhance service quality, consistency, and operational efficiency.
This job description is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to the job.
Minimum Qualifications
EQUIVALENCY STATEMENT : 1 year of higher education can be substituted for 1 year of directly related work experience (Example: bachelor’s degree = 4 years of directly related work experience).
Department may hire employee at one of the following job levels:
IT Support / Help Desk Technician, III : Requires 3+ years of related experience.
Preferences
Strong customer service and communication skills, translating technical issues into effective user support
Advanced troubleshooting of Windows, macOS, iOS, Android, Microsoft 365, networking, and identity/access management
Experience with ticketing systems, documentation, knowledge management, and University of Utah systems and processes for consistent service delivery and continuous improvement
Type Benefited Staff
Special Instructions Summary
Additional Information
The University is a participating employer with Utah Retirement Systems (“URS”). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at (801) 581-7447 for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS’ post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or University Human Resource Management at (801) 581-7447 if you have questions regarding the post-retirement rules.
This position may require the successful completion of a criminal background check and/or drug screen.
The University of Utah values candidates who have experience working in settings with students and possess a strong commitment to improving access to higher education.
Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.
Consistent with state and federal law, the University of Utah does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran’s status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.
To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Title IX ( OEO ). More information, including the Director/Title IX Coordinator’s office address, electronic mail address, and telephone number can be located at the: University of Utah Non‑Discrimination page .
Online reports may be submitted at https://oeo.utah.edu
**https://publicsafety.utah.edu/safetyreport/**This report includes statistics about criminal offenses, hate crimes, arrests and referrals for disciplinary action, and Violence Against Women Act offenses. They also provide information about safety and security-related services offered by the University of Utah. A paper copy can be obtained by request at the Department of Public Safety located at 1658 East 500 South.
As per University of Utah policy 5-108: Transfer of Benefits Eligible Staff Members , a new hire to the University of Utah who is still serving a 12 month probationary period will not be hired into another University of Utah job (a transfer) until the successful completion of the probationary period.
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Mid Level Service Desk Lead Jobs: Frequently Asked Questions
How do I get a mid level service desk lead job?
Position your experience around ownership, not just task completion. Highlight instances where you resolved complex escalations, coordinated teammates, or improved a support process. Tailor your resume to show measurable impact, such as reduced ticket resolution times or improved first-contact resolution rates. Employers at this level want candidates who have demonstrated initiative and can operate with limited supervision.
Which companies hire mid level service desk leads?
Companies hiring mid level service desk leads right now include Abacus.Ai, Abacus, and Jobot, based on current listings on Migrate Mate as of November 2026. Hiring at this level comes from a broad mix of employers, including enterprises with large internal IT operations, managed service providers, and organizations undergoing digital transformation who need experienced support leadership.
Are there remote mid level service desk lead jobs?
Yes, though availability varies by employer and industry. About 22% of mid level service desk lead openings are remote or hybrid as of November 2026, reflecting strong demand for support leaders who can coordinate distributed teams and manage ticket queues across time zones without being on-site full time.
How do I move up to a mid level service desk lead role?
Moving from entry level into a mid level service desk lead role takes deliberate skill-building over time. Focus on deepening your technical troubleshooting expertise, taking ownership of recurring problems rather than just closing tickets, and volunteering to mentor newer colleagues. Demonstrating that you can run a shift, handle escalations independently, and document process improvements signals readiness for a lead role.
Which industries hire the most mid level service desk leads?
Mid Level service desk lead roles concentrate in Technology & Software, Education, and Staffing & Recruiting, based on current listings on Migrate Mate as of November 2026. These sectors drive hiring because they maintain large end-user environments, complex internal systems, or customer-facing technology that requires experienced support leadership to keep operations running reliably.