Help Desk Lead
About The Position
The Help Desk Lead plays a critical role as the bridge between frontline Help Desk Technicians and the IT management team. This position provides leadership, direction, and hands-on technical support to ensure smooth day-to-day Help Desk operations. The Help Desk Lead serves as an escalation point for tickets beyond Tier 1, supports Tier 2-level issues as needed, and ensures the team is aligned with operational priorities and service expectations. This role is responsible for maintaining team cohesion, managing schedules, and setting the tone for customer service excellence. Ideal candidates have strong experience working within ticketing systems, supporting Windows environments, and using Office 365, along with the leadership skills necessary to guide and support a technical team.
Requirements
- Help Desk Support / Technical Support
- Windows operating systems
- Troubleshooting hardware and software issues
- Office 365 administration and support
- Ticketing system management
- Customer service and phone support
- Strong communication and organizational skills
- Leadership and team coordination abilities
Nice To Haves
- Prior managerial or supervisory experience, particularly:
- Managing schedules and coverage
- Providing operational direction
- Supporting escalated technical issues
- Passion for IT and a strong desire to help and mentor others
- Ability to remain calm and organized in fast-paced support environments
Responsibilities
- Act as the primary escalation point for Help Desk tickets beyond Tier 1
- Provide hands-on technical support for Tier 1 and Tier 2 issues when needed
- Coordinate and maintain Help Desk team schedules to ensure proper coverage
- Delegate tasks and manage workload distribution across the Help Desk team
- Serve as the liaison between Help Desk Technicians and IT management
- Ensure consistent use of ticketing systems and adherence to operational processes
- Provide guidance, coaching, and real-time support for technicians handling complex issues
- Promote strong customer service practices across phone, email, and ticket-based support
- Assist with setting operational direction and improving Help Desk workflows
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
501-1,000 employees
