About Inhabit
Inhabit operates a unique collective of tech-forward companies serving the residential, commercial and vacation rental industries. Our brands’ strategic partnerships deliver transformative software solutions and services across our brands. We believe that property and vacation rental managers should have the opportunity to choose the platforms that best support their business goals and that they should be able to benefit from strategic partnerships across our ecosystem.
JOB DESCRIPTION
The IT Service Desk provides front-line support for employee email, user accounts, printers, and phones. We’re looking for a proactive and experienced Service Desk Lead to guide our IT Service Desk team. This role is ideal for someone who thrives in a fast-paced environment, communicates effectively with leadership, and is passionate about improving IT support processes. You’ll lead a team of Service Desk Agents, ensure high-quality support delivery, and drive continuous improvement through documentation and collaboration.
Functions and Responsibilities
- Supervise and mentor Service Desk Agents, ensuring timely resolution of support tickets.
- Monitor ticket queues and enforce SLA compliance.
- Identify recurring issues and implement solutions to reduce incident volume.
- Analyze service desk metrics and recommend improvements.
- Collaborate with IT leadership to align service desk operations with strategic goals.
- Communicate service updates and initiatives clearly to stakeholders.
- Promote a culture of accountability and continuous learning.
- Create and maintain end-user documentation (how-to guides, FAQs).
- Develop and update internal service desk procedures and workflows.
- Ensure documentation is accurate, accessible, and regularly reviewed.
