IT Service Desk Lead

Job Description

Job Description

Tandy Leather Factory Inc. is seeking a dynamic and experienced IT Service Desk Manager to lead our technical support team. In this crucial role, you will be responsible for overseeing the day-to-day operations of our IT service desk, ensuring the delivery of exceptional customer service to our internal clients.

The ideal candidate will have a strong background in implementing and maintaining ITIL best practices, managing a team of skilled technicians, and continuously improving service delivery processes. You will play a pivotal role in bridging the gap between our IT department and end-users, fostering a culture of excellence in customer support while aligning service desk operations with our organization's broader IT strategy and business objectives.

Location : Fort Worth, TX

Reports To : Senior Manager IT Service Desk

Collaborates With : IT Team, Stores, Distribution Center, Corporate teams

Position Overview

The IT Service Desk Lead will be responsible for ensuring that all technology support requests are handled efficiently and within agreed Service Level Agreements (SLAs). This is a hands-on, customer-facing leadership role—the individual will work tickets directly while also monitoring service desk performance, producing operational reports, and driving continuous improvement by implementing ITIL-based processes. The role supports Tandy’s retail stores, distribution center, and corporate users, requiring strong interpersonal skills and a service-oriented mindset.

Key Responsibilities

• Lead day-to-day IT service desk operations, ensuring all incidents and requests are logged, tracked, and resolved within SLA.
• Serve as a primary point of contact for end users, delivering high-quality, customer-focused support.
• Act as the escalation point for complex or high-priority issues, driving timely resolution.
• Work tickets directly, providing hands-on support to retail stores, the distribution center, and corporate teams.
• Develop, implement, and maintain ITIL-based processes (Incident, Problem, Change, and Request Management).
• Create, analyze, and distribute service desk reports, highlighting SLA compliance, ticket volume trends, and opportunities for improvement.
• Monitor and optimize ticket queues, ensuring fair distribution of workload and timely resolution.
• Provide guidance, coaching, and support to service desk team members (if applicable).
• Collaborate with infrastructure, network, and application teams to resolve recurring issues and improve user experience.
• Document solutions, create knowledge base articles, and promote self-service capabilities where appropriate.
• Contribute to IT projects impacting service desk operations, retail technology, and corporate systems.

Required Skills & Experience

Preferred Qualifications

EQUAL EMPLOYMENT OPPORTUNITY

Our Company is committed to equal employment opportunity in all aspects of employment. We will not discriminate against employees or applicants for employment on any legally-recognized basis including, but not limited to : veteran status, race, color, religion, sex, marital status, sexual orientation, national origin, physical and / or mental disability, age, creed, arrest records, genetic predisposition or carrier status, and / or participation in lawful activities outside the workplace.

ABOUT TANDY

Tandy Leather Factory, Inc., (http : / / www.tandyleather.com), headquartered in Fort Worth, Texas, is a specialty retailer of a broad product line, including leather and leatherworking tools buckles and adornments, leather dyes and finishes, saddle and tack hardware, and do-it-yourself kits. Tandy Leather distributes its products through its 100+ North American stores in 41 US states and 6 Canadian provinces and one international store located in Spain. Its common stock trades on the Nasdaq with the symbol "TLF".

Tandy Leather is an equal opportunity employer, and we participate in E-Verify.