Arhaus · 17 hours ago
Service Desk Lead
Boston Heights, OH
Full-time
Hybrid
Mid, Senior Level
2+ years expArhaus is a furniture and décor company focused on sustainability and quality. The IT Service Desk Lead is responsible for leading the service desk, managing IT support services, and ensuring customer satisfaction through effective incident resolution and service request management.
Consumer GoodsE-CommerceFashionFurnitureHome DecorLifestyleManufacturingReal EstateRetail
Hiring Manager
Milan Fields
Responsibilities
Manage, mentor, and develop the teams, including setting performance objectives, conducting regular reviews, and providing training to enhance technical and customer service skills
Oversee the daily operations of the IT service desk, ensuring timely and efficient handling of service requests and incidents
Monitor operations performance through key performance indicators (KPIs) and provide regular reports on ticket volumes, resolution times, and customer satisfaction
Continuously improve service desk processes, implement automation where possible, and ensure alignment with ITIL or other service management frameworks
Ensure proper incident categorization, prioritization, and resolution in line with service-level objectives (SLOs) and ITIL best practices
Maintain a high level of customer satisfaction by ensuring the service desk provides consistent, high-quality, and user-friendly support to internal staff
Handle escalated technical issues and ensure appropriate resolution, engaging other IT teams or vendors when necessary
Ensure the creation, maintenance, and accessibility of a knowledge base for the service desk, including documentation of common issues, troubleshooting steps, and user guides
Plan and coordinate travel logistics for field support technicians, ensuring efficient and cost-effective support coverage
Ensure all operations support activities adhere to organizational security policies and compliance requirements, including the handling of sensitive data and securing IT assets
Work with third-party vendors to resolve hardware, software, or network issues as needed, ensuring minimal disruption to operations
Qualification
Required
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
Company
Arhaus
Arhaus is a premiere retail chain that designs, manufactures, and sells home furnishings both at retail locations and online.
1001-5000 employees
H1B Sponsorship
Arhaus has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (1)
2023 (3)
2022 (2)
Funding
Current Stage
Public CompanyTotal Funding
$150MKey Investors
Monroe Capital
2023-08-16Post Ipo Secondary· $120M
2021-11-04IPO
2017-06-27Debt Financing· $30M
Leadership Team
Jennifer Porter
Chief Marketing Officer
Recent News
Designers Today
2025-12-30
2025-12-06
2025-11-26
Company data provided by crunchbase