IT Held Desk Lead

Civic Tech is a managed service provider serving K-12 schools, state and local government, and business clients across New Mexico. We deliver responsive, security-focused IT support and pride ourselves on being a trusted technology partner to the communities we serve., We're seeking an experienced Help Desk Lead to serve as the core of our Helpdesk team; solidifying our helpdesk processes, providing direct client level support, and assisting onsite technicians with advanced technical advice. This person will resolve escalated client tickets, support our onsite technicians, and provide leadership insight into defining, documenting, and continuously improving our help desk procedures. This is a dual role for someone who is equally comfortable troubleshooting a thorny issue and building the processes that keep a service desk running smoothly., * Define, document, and refine help desk workflows, ticket handling standards, escalation paths, and SLAs

• Establish and maintain a knowledge base of procedures, runbooks, and common resolutions
• Monitor ticket queues to ensure timely response, proper prioritization, and SLA compliance
• Identify recurring helpdesk process, client, and internal issues and drive proactive solutions
• Serve as a senior escalation point for complex client tickets
• Provide remote support across client environments and act as a technical resource for our onsite techinicians
• Maintain professional, clear communication with clients
• Translate technical issues into plain language for non-technical stakeholders
• Project manage new client onboarding from kickoff through handoff to ongoing support

Do you have a valid Driver's License license?, Do you have experience in Windows?, * 3+ years in IT support, with experience in an MSP or multi-client environment strongly preferred

• 2+ years experience defining or improving help desk processes and documentation
• Strong working knowledge of Microsoft 365 administration, Windows Server, Active Directory, and Google Workspace
• Experience with RMM and ticketing platforms
• Familiarity with endpoint security (EDR), backup, and patch management tooling
• Relevant certifications (CompTIA A+/Network+/Security+, Microsoft, etc.)
• Excellent troubleshooting, communication, and organizational skills
• Based in New Mexico; able to travel to client sites as needed
• Valid driver's license and reliable transportation

Join us in this exciting role where your expertise will directly impact our operational excellence! We are committed to fostering an inclusive environment that supports your growth while delivering top-tier IT support services across our organization., * Help desk process management and improvement: 2 years (Required)

• IT Desktop Support: 3 years (Required)

License/Certification:

• CompTIA A+ (Preferred)

Pulled from the full job description

• 401(k)
• Retirement plan
• 401(k) matching
• Paid time off
• Dental insurance
• Flexible schedule, * 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Paid time off
• Retirement plan