Service Desk Team Lead (Virtual Genius Bar)

Job Title

Service Desk Team Lead (Virtual Genius Bar)

Job Description Summary

The Service Desk Team Lead leads the Virtual Genius Bar support team, ensuring exceptional service for VIP corporate employees. This role requires a proactive leader who identifies opportunities, takes ownership, and delivers results with minimal direction. The successful candidate drives team performance, manages escalations, and continuously improves service quality, operational efficiency, and the overall user experience.
The ideal candidate is focused on continuous improvement, using data, performance trends, and operational insights to identify opportunities and implement meaningful enhancements to processes and service delivery. Experience with reporting and analytics is beneficial, enabling the individual to support data-driven decision-making and measure the impact of improvements over time.

Job Description

Job Title: Service Desk Team Lead (Virtual Genius Bar)
Business Title: Team Lead, Virtual Genius Bar Support
Reports To: Manager, Global Site Services
Classification: Full-Time, Exempt

Position Summary

The Service Desk Team Lead leads the Virtual Genius Bar support team, ensuring exceptional service for VIP corporate employees. This role requires a proactive leader who identifies opportunities, takes ownership, and delivers results with minimal direction. The successful candidate drives team performance, manages escalations, and continuously improves service quality, operational efficiency, and the overall user experience.

The ideal candidate is focused on continuous improvement, using data, performance trends, and operational insights to identify opportunities and implement meaningful enhancements to processes and service delivery. Experience with reporting and analytics is beneficial, enabling the individual to support data-driven decision-making and measure the impact of improvements over time.

Key Responsibilities

Team Leadership & Daily Operations

• Lead, coach, and support Virtual Genius Bar technicians in the delivery of remote technical support services.
• Manage daily team workload, staffing coverage, queue health, and ticket assignment to ensure timely service delivery.
• Provide guidance on troubleshooting approaches, customer communication, and proper incident documentation.
• Conduct regular team huddles, one-on-one check-ins, and performance coaching conversations.
• Support onboarding, training, and knowledge development for new and existing team members.
• Reinforce adherence to ITSM processes, service standards, and operational procedures.
• Assist with answering calls and end user support

Metrics, Reporting & Service Performance

• Monitor operational metrics including SLA performance, ticket backlog, first-contact resolution, aging tickets, customer satisfaction, and technician productivity.
• Prepare recurring performance reports, dashboards, and operational summaries for leadership review.
• Identify service trends, recurring issues, and performance gaps that require corrective action or process improvement.
• Use ServiceNow and other reporting tools to track team workload, demand patterns, and service outcomes.
• Partner with leadership to define and improve key performance indicators for the Virtual Genius Bar service.

Escalation Management

• Serve as the first point of escalation for complex, high-priority, VIP, or customer-impacting support issues.
• Coordinate escalations with Site Services, Service Desk, Engineering, Security, Identity, Infrastructure, and vendor support teams.
• Ensure escalated incidents have clear ownership, timely updates, accurate documentation, and defined next steps.
• Communicate professionally with stakeholders during escalations, including status updates, impact summaries, and resolution plans.
• Review escalated issues for root cause themes and recommend processes, training, or knowledge improvements.

Customer Experience & Service Quality

• Champion a professional, empathetic, and customer-focused support experience across all Virtual Genius Bar interactions.
• Review ticket quality, customer communications, and resolution notes to ensure consistency and professionalism.
• Coach technicians on communication, expectation management, and white-glove support for executive and VIP users.
• Promote technology adoption and user productivity through proactive guidance and service improvement recommendations.

Documentation, Knowledge Management & Continuous Improvement

• Ensuring incidents, requests, escalations, and knowledge gaps are accurately documented in ServiceNow.
• Maintain and improve knowledge articles, troubleshooting guides, and standard operating procedures.
• Partner with cross-functional teams to improve support readiness for technology rollouts, upgrades, and service changes.
• Drive continual service improvement by translating operational trends into practical actions, training needs, and process enhancements.

Required Qualifications

Education & Experience

• Associate degree or equivalent technical training preferred.
• 5-8 years of experience in IT support, service desk, desktop support, or endpoint support roles, including experience leading or coordinating a technical support team.
• Experience managing escalations, tracking operational metrics, and reporting on service performance in an enterprise environment.

Technical Skills

• Windows 11 administration and troubleshooting.
• Microsoft 365 applications including Outlook, Teams, OneDrive, and Office.
• User administration.
• Mobile devices support iOS and Android.
• Basic networking concepts include VPN, Wi-Fi, and remote connectivity.
• Experience with ServiceNow or similar ITSM platforms/ticketing systems.
• Ability to interpret operational data and translate metrics into actionable service improvement plans.
• Familiarity with Intune device management, endpoint support processes, and enterprise device lifecycle support is preferred.
• Strong working knowledge of ServiceNow reporting, ticket queues, dashboards, and ITSM workflows.

Preferred Qualifications

• Previous duties as team lead, supervisor, or workstream lead experience in an IT support environment.
• Experience supporting executives, sales professionals, and other high-demand users, balancing urgency, professionalism, and exceptional service delivery.
• Experience building or maintaining operational scorecards, executive summaries, or service performance dashboards.
• Experience supporting Microsoft Teams Voice.
• Experience supporting executives or VIP users.

Core Competencies

• Strong people leadership, coaching, and team development skills.
• Executive-level verbal and written communication skills, including the ability to explain technical issues, risks, and service performance clearly.
• Strong operational judgment, problem-solving, and escalation management skills.
• Data-driven mindset with the ability to analyze trends, identify service risks, and recommend practical improvements.
• Ability to remain calm and professional in high-pressure situations.
• Strong organizational and time-management skills.
• Ability to work independently while contributing to a team environment.
• Continuous learning mindset and passion for technology.

Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work. In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements.

The compensation that will be offered to the successful candidate will depend on factors such as whether the position is covered by a collective bargaining agreement, the geographic area in which the work will be performed, market pay rates in that area, and the candidate’s experience and qualifications.

The company will not pay less than minimum wage for this role.

The compensation for the position is: $ 86,615.00 - $101,900.00

Cushman & Wakefield is an Equal Opportunity employer to all protected groups, including protected veterans and individuals with disabilities. Discrimination of any type will not be tolerated.

In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at 1-888-365-5406 or email [email protected]. Please refer to the job title and job location when you contact us.

INCO: “Cushman & Wakefield”