IT Help Desk Lead | Information Technology

BETA Technologies•South Burlington, VT

9d•$80,000 - $95,000•Onsite

About The Position

At BETA Technologies, the IT Help Desk Lead provides hands-on leadership for frontline technology support. This role coordinates the daily delivery of dependable, secure, and customer-focused IT services across BETA facilities and teams. The Lead combines advanced troubleshooting with work prioritization, documentation, escalation management, and cross-functional coordination so that employees can remain productive while IT services scale with the business.

Requirements

3+ years of IT support, service desk, desktop support, or technical operations experience; equivalent combinations of education and experience are considered
Demonstrated ability to lead or coordinate a high-volume technical support queue, prioritize competing work, and drive requests to resolution with strong customer communication.
Advanced troubleshooting proficiency across Windows and macOS, with working familiarity with Linux environments
Strong technical writing and process-documentation skills; ability to create clear instructions for both technical and nontechnical users
Clear verbal communication with the judgment to escalate appropriately and coordinate across technical and business stakeholders

Nice To Haves

Experience leading, mentoring, training, or coordinating with a technical support team in a multi-site environment
Working knowledge of common industry Service Management, Asset Management, and Documentation tools
Familiarity with enterprise engineering, manufacturing, and quality management tools like ERP, PLM, ALM

Responsibilities

Lead day-to-day Help Desk operations, including intake, triage, prioritization, and escalation for technology incidents and service requests
Provide hands-on support for endpoint hardware, operating systems, identity and access, productivity platforms, printers, conference-room audio/video, basic networking, and specialized business applications
Coordinate support coverage and workflow across facilities; balance urgent operational needs, planned work, onsite service, and remote support
Act as an escalation point and technical coach for Help Desk team members; share troubleshooting practices and build consistent support standards
Own or coordinate end-user lifecycle work, including onboarding, offboarding, device provisioning, asset recovery, and access requests
Partner with other leaders across the business to resolve access, endpoint, software, and security-related issues
Create, maintain, and improve support documentation, knowledge articles, and training materials
Use ticketing and collaboration data to identify trends, recurring problems, automation opportunities, and process improvements; communicate service risks, progress, and recommendations clearly to IT leadership