Service Desk Lead

Job description

Job DetailsJob Location: Earth City, MO 63045About the Company Cloud5 Communications delivers exceptional customer experiences through managed IT services (MSP) and innovative High-Speed Internet / network managed services, cloud-based telephony solutions, and contact center services for the hospitality industry. We combine cutting-edge technology with hospitality expertise to help the world's leading brands deliver outstanding guest experiences. Position Summary: The Service Desk Lead is responsible for overseeing the daily operations of the Cloud5 Service Desk, supporting hospitality clients across multi-property environments. This role ensures efficient ticket flow, strong team performance, and high-quality client support in a fast-paced, 24/7 environment where IT issues directly impact hotel operations and guest experience. The Service Desk Lead serves as the primary escalation point, driving accountability, enforcing processes, and coordinating with internal teams, vendors, and property leadership to ensure timely resolution of issues. What You’ll Do (Essential Responsibilities): Lead and support Tier 1–2 technicians by ensuring strong performance, accountability, and real-tim...