IT Service Desk Lead

Full Timemid

Richmond, Virginia, USPosted 2 days ago

Role Overview

Performance Food Group is hiring a IT Service Desk Lead. This is a full-time role in Richmond. posted 2 days ago. Full responsibilities, required qualifications, and the apply link are listed in the description below.

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ITILCompensationBenefitsOnboardingKPIsDescriptionDeliverGoods

Job description

Job Description

We Deliver the Goods:

Competitive pay and benefits, including Day 1 Health & Wellness Benefits, Employee Stock Purchase Plan, 401K Employer Matching, Education Assistance, Paid Time Off, and much more
Growth opportunities performing essential work to support America’s food distribution system
Safe and inclusive working environment, including culture of rewards, recognition, and respect

Position Purpose

The Lead, IT Service Desk oversees daily service desk operations to ensure timely, effective technical support and consistent customer experience. This role monitors service levels, coordinates escalations, supports incident response, and provides day-to-day guidance, coaching, and support to Service Desk associates. Functions as a team member within the department and organization, as required, and performs any duty assigned to best serve the company.

Primary Responsibilities

Lead day-to-day service desk operations across assigned team
Monitor ticket queues, call volumes, SLAs, and team performance
Serve as escalation point for major incidents and high-priority issues
Coach, mentor, and develop Service Desk Analysts
Ensure adherence to processes, documentation, and service standards
Drive consistent customer experience and professionalis
Coordinate with other IT teams during outages and major incidents
Analyze performance metrics and identify improvement opportunities
Support workforce planning (scheduling, coverage, onboarding
Promote knowledge management and continuous improvement culture
Resolve hardware, software, and system issues, as needed
Develop and maintain knowledge base articles and documentation
Performs other duties as assigned
Complies with all policies and standards

Required Qualifications

Associate's Degree/2-Year Technical
3 - 5 years IT support experience in Service Desk/IT Support
Strong understanding of ITIL processes (Incident, Request, Problem)
Experience with service desk KPIs
Proven ability to lead and coach teams
Outstanding verbal and written communication skills

Compensation

$27 - $32/hr

About Performance Food Group

Performance Food Group

On-site

5 other open roles at Performance Food Group on TryApplyNow.

View all 6 roles at Performance Food Group

Frequently Asked Questions

How do I apply for the IT Service Desk Lead position at Performance Food Group?

Use the Apply button above to submit your application directly to Performance Food Group. Most applications take less than 5 minutes if your resume and contact details are ready, and you'll be routed to the employer's official application system to finish.

Where is the IT Service Desk Lead position at Performance Food Group located?

This position is based in Richmond. Performance Food Group has not indicated remote or hybrid options for this role, so candidates should plan for on-site work.

What does a IT Service Desk Lead at Performance Food Group earn?

Performance Food Group has not disclosed a salary range in this posting. Many employers share specifics later in the interview process; you can also ask during a recruiter screen if compensation transparency is important to you.

When was the IT Service Desk Lead role at Performance Food Group posted?

This role was posted on July 10, 2026 (2 days ago). It's still listed as actively hiring; we re-confirm openings against the source system multiple times per day and remove closed roles.