Job Description

Arhaus was founded in 1986 on a simple idea: Furniture and décor should be sustainably sourced, lovingly made, and built to last. Today, we partner with artisans around the world who share our vision, creating beautiful, heirloom-quality pieces that can be used—and loved—for generations.

Description:

The IT Service Desk Lead is responsible for leading the service desk and providing effective IT support services to end-users across the organization. This role ensures the smooth operation of the IT services by managing day-to-day activities, improving support processes, and enhancing customer satisfaction. The IT Service Desk Lead is also accountable for incident resolution, service request management, and continuous improvement of service delivery, as well as managing and coordinating on-site IT support for the organization’s remote locations, including offices, retail locations, or other field-based operations.

Essential Duties & Responsibilities:

• Team Leadership : Manage, mentor, and develop the teams, including setting performance objectives, conducting regular reviews, and providing training to enhance technical and customer service skills.
• Service Desk Operations : Oversee the daily operations of the IT service desk, ensuring timely and efficient handling of service requests and incidents.
• Performance Monitoring : Monitor operations performance through key performance indicators (KPIs) and provide regular reports on ticket volumes, resolution times, and customer satisfaction.
• Process Improvement : Continuously improve service desk processes, implement automation where possible, and ensure alignment with ITIL or other service management frameworks.
• Incident & Request Management : Ensure proper incident categorization, prioritization, and resolution in line with service-level objectives (SLOs) and ITIL best practices.
• Customer Service : Maintain a high level of customer satisfaction by ensuring the service desk provides consistent, high-quality, and user-friendly support to internal staff.
• Escalation Management : Handle escalated technical issues and ensure appropriate resolution, engaging other IT teams or vendors when necessary.
• Knowledge Management : Ensure the creation, maintenance, and accessibility of a knowledge base for the service desk, including documentation of common issues, troubleshooting steps, and user guides.
• Travel Management : Plan and coordinate travel logistics for field support technicians, ensuring efficient and cost-effective support coverage.
• Compliance & Security : Ensure all operations support activities adhere to organizational security policies and compliance requirements, including the handling of sensitive data and securing IT assets.
• Vendor Coordination : Work with third-party vendors to resolve hardware, software, or network issues as needed, ensuring minimal disruption to operations.

Requirements:

• Bachelor’s degree in computer related discipline, or equivalent experience
• 2+ years’ experience managing enterprise Service Desk
• A+ Certification or equivalent experience
• ITIL Certification or equivalent experience
• Has knowledge of commonly used concepts, practices, and procedures used to deliver and report enterprise service support
• FreshService, JIRA (JSM), or equivalent, IT Service Management tool and workflow automation
• Remote leadership experience

Arhaus is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Arhaus is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Arhaus are based on business needs, job requirements, and individual qualifications, without regard to race, color, sex, sexual orientation, gender identity, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Arhaus will not tolerate discrimination or harassment based on any of these characteristics. Arhaus encourages applicants of all ages.

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