Help Desk Lead
About The Position
The Helpdesk Lead owns the daily operations of GSI's IT helpdesk, ensuring end users across our distributed, multi-site workforce get timely, effective resolutions. This role blends hands-on technical support with team leadership: you'll be the primary point of escalation for complex issues while coaching and supervising helpdesk technicians. You'll be measured on results — service quality, performance metrics, and a support process that keeps getting better. This is a strong next step for someone ready to grow into broader IT management and leadership. GSI has 1300 employees at all levels of technical ability, mostly construction employees in field environments, but also remote and on-premises professional employees.
Requirements
- Associate's or bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
- 3+ years of helpdesk/IT support experience, including at least 1 year in a lead or supervisory capacity.
- Strong knowledge of Windows operating systems, Active Directory, and Microsoft 365.
- Experience with ticketing systems (e.g., ServiceNow, Zendesk, SolarWinds, Jira Service Management).
- Solid understanding of networking fundamentals (TCP/IP, DNS, VPN) and common business applications.
- Excellent communication, customer service, and conflict-resolution skills.
- Strong organizational skills with the ability to manage competing priorities and multiple tickets simultaneously.
Nice To Haves
- ITIL Foundation certification or familiarity with ITIL service management practices.
- Relevant technical certifications (CompTIA A+/Network+, Microsoft Certified: Modern Desktop Administrator, etc.).
- Experience with remote support tools, scripting (PowerShell), or basic system administration.
- Prior experience in a regulated industry or enterprise IT environment.
Responsibilities
- Supervise, schedule, and mentor helpdesk technicians, ensuring adequate coverage across all shifts.
- Conduct regular one-on-ones, performance reviews, and training sessions to develop team skills.
- Serve as the first point of escalation for complex or high-priority technical issues.
- Onboard new team members and maintain training documentation and knowledge base articles.
- Monitor ticket queues to ensure requests are triaged, assigned, and fully resolved.
- Review and prioritize incoming tickets, reassigning work as needed to higher support tiers.
- Track and report on key metrics such as response time, resolution time, ticket volume, and customer satisfaction.
- Identify recurring issues and coordinate with IT teams on root-cause resolution.
- Provide hands-on Tier 2/3 support for hardware, software, network, and account access issues.
- Troubleshoot and resolve issues involving operating systems, business applications, printers, and peripherals.
- Manage user account provisioning, deprovisioning, and access permissions.
- Support IT asset management, including inventory tracking and equipment deployment and recovery.
- Develop and maintain standard operating procedures, runbooks, and troubleshooting guides.
- Recommend and implement improvements to ticketing systems, workflows, and support tools.
- Evaluate helpdesk software, automation opportunities, and self-service resources to improve efficiency.
- Communicate service outages, planned maintenance, and known issues to stakeholders.
- Prepare regular reports on helpdesk performance for IT management.
- Act as a liaison between the helpdesk team and other IT functions (infrastructure, security, applications).
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
