Help Desk Ticket Lead

Lawrence Family Development Charter School•Lawrence, MA

40d

About The Position

The Help Desk Ticket Lead oversees the daily operations of the IT help desk ticketing system and provides technical support, guidance, and coordination to the IT Team. This individual is responsible for ensuring timely and efficient resolution of user requests and incidents, assisting with hands-on troubleshooting, and escalating issues when necessary. The Help Desk Ticket Lead is responsible for monitoring ticket flows, enforcing service standards, assisting with training, and collaborating closely to optimize support operations and end-user satisfaction.

Requirements

Associate's degree in IT, Computer Science, or related field; or equivalent experience.
CompTIA A+ and Network+ certifications, or equivalent experience.
ITIL certification or equivalent experience
5+ years of experience in help desk, service desk, or IT support roles, including experience with ticket management and Tier 1/Tier 2 troubleshooting.
Strong working knowledge of Windows and Mac operating systems, Chromebooks, iPads, and desktop hardware.
Proficiency with Microsoft Office/O365, Google Workspace, and business applications.
Experience with Active Directory, Exchange/O365 administration, Google Workspace administration, remote support tools, and endpoint management systems.
Basic understanding of networking concepts (TCP/IP, DHCP, DNS).
Demonstrated leadership, organizational, and team management skills.
Excellent communication, analytical, and problem-solving abilities.
Strong time-management and prioritization skills.
Commitment to ongoing learning and professional development

Responsibilities

Monitor and prioritize incoming help desk tickets to ensure timely response and resolution.
Assign and coordinate tickets among IT support staff based on complexity and availability.
Provide hands-on troubleshooting and resolution for routine and moderately complex hardware, software, printer, peripheral, and network connectivity issues.
Support desktop, laptop, Chromebook, mobile device, and business application environments (Windows, Mac, Chromebooks, Microsoft Office/O365, Google Workspace, and approved apps).
Oversee password resets, account unlocks, setups, and administration for user accounts (Active Directory, O365, Google Workspace, etc.).
Ensure that all tickets are logged, tracked, documented, and closed appropriately in the help desk system.
Identify trends in recurring issues and assist with root cause analysis; recommend process or technical improvements.
Collaborate with IT Team to resolve complex or specialized technical problems.
Provide training, guidance, and mentoring to IT support staff; participate in onboarding new team members.
Assist with IT onboarding/off boarding processes, equipment deployment, and inventory management.
Develop and maintain documentation, user guides, troubleshooting steps, and knowledge base articles.
Ensure adherence to IT security policies, procedures, and service level agreements (SLAs).
Foster excellent customer service and professionalism in all help desk interactions.
Provide regular reports on ticket metrics, issue trends, and team performance to IT management.
All other tasks as assigned by the supervisor.