IT Help Desk Lead

Summary/Objective:

The IT Help Desk Lead will oversee the daily operations of the IT helpdesk and ensure timely and effective resolution of IT issues. This role requires strong leadership skills, technical expertise, and a commitment to delivering excellent customer service.

Key Responsibilities: 

• Lead and manage the IT helpdesk, including day-to-day operations and optimization of the platform.
• Monitor and prioritize helpdesk tickets to ensure timely resolution of issues.
• Provide technical support and guidance to team members and end-users.
• Develop and implement helpdesk policies and procedures to improve efficiency and service quality.
• Collaborate with other IT teams to address complex technical issues and ensure seamless IT operations.
• Maintain up-to-date knowledge of industry trends and best practices in IT support.
• Administer and operate asset management system.
• Lead and assist in documentation initiatives.
• Ensure compliance with company policies and IT security standards.

Knowledge/Skills/Competencies

•    Proven experience in IT support, with at least 3 years in a leadership role.
•    Strong technical knowledge of hardware, software, and network systems.
•    Excellent problem-solving and communication skills.
•    Ability to manage and motivate a team in a fast-paced environment.
•    Familiarity with helpdesk software and tools such as Connectwise PSA
•    Experience supporting M365, Entra, SaaS environments.

Education Requirements
•    BS degree in IT / Computer Science, or related field
•    Certifications such as CompTIA A+, ITIL, or similar are desired

* ONLY THE MOST QUALIFIED CANDIDATES WILL BE CONTACTED FOR FURTHER CONSIDERATION
* NO RELOCATION ASSISTANCE PROVIDED / OFFERED

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