Help Desk Team Lead
Role details
Job location
Tech stack
Job description
We are seeking a Helpdesk Team Lead to provide day-to-day leadership for our IT support function while delivering hands-on technical support across the organization. This role is ideal for an experienced IT support professional who can mentor junior technicians, manage escalations, and help ensure a consistent, high-quality support experience for end users. This role requires travel to project sites., The Helpdesk Team Lead will serve as a senior technical resource for the support team, assisting with ticket management, troubleshooting complex issues, and supporting key infrastructure and enterprise applications. This is a hands-on role that combines technical expertise, team guidance, and strong customer service., * Lead and mentor junior IT support staff by providing day-to-day guidance, technical direction, and support
- Serve as an escalation point for complex helpdesk, desktop, and end-user support issues
- Help manage daily helpdesk operations, including ticket prioritization, assignment, follow-up, and resolution
- Maintain a high standard of customer service and ensure timely professional support across the organization
- Work with helpdesk and ticketing platforms to track, manage, and resolve support requests; experience with FreshService is a plus
- Support desktop and laptop deployments, imaging, provisioning, and endpoint configuration using modern deployment and management tools
- Assist with onboarding, offboarding, and ongoing user account administration
- Collaborate with IT leadership to improve support processes, documentation, and service delivery standards, Experience supporting construction-specific software is highly valued, including but not limited to:
- Procore
- BuildR
- Precogs
- Firmus
- Autodesk Construction Cloud (ACC)
- Autodesk BIM 360
- Bluebeam
- On-Screen Takeoff
- TradeTapp
- AIA applications
- AnchorRock
- HeavyBid
- SmartBarrel
- OpenSpace
- BuildingConnected
- Destini
Requirements
Active Directory & Identity Management
- Strong working knowledge of Active Directory, including managing users, groups, permissions, DNS, and Microsoft policies
- Experience deploying, maintaining, and customizing Active Directory environments is a plus
- Experience supporting identity and access management tasks, including:
- User and group management
- Azure AD / Entra ID administration
- Enterprise applications
- Multi-factor authentication (MFA)
- Permissions and policy management
Endpoint Deployment & Device Management
- Experience with desktop and laptop automated deployments
- Familiarity with Microsoft Autopilot and Intune for device provisioning, configuration, and management
VMware & Virtualization
- Solid understanding of VMware environments, including:
- Working within vCenter
- Provisioning and configuring virtual machines
- Performance and storage optimization
- Proper use of snapshot features
Microsoft 365 & Collaboration Tools
- Strong experience administering Microsoft 365, including:
- Creating and managing users and groups
- Creating SharePoint sites and managing SharePoint permissions
- Administering Microsoft Teams and Teams Phone
- Experience supporting enterprise applications and collaboration tools, including Microsoft 365, VPN solutions, and endpoint security platforms
Networking
- Working knowledge of networking fundamentals, including:
- DHCP
- VPN
- Subnets
- VLANs
- TCP/IP
- Ability to troubleshoot and diagnose network-related issues affecting laptops, desktops, and end-user connectivity, * Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent hands-on experience
- 5+ years of experience in IT support, desktop support, or helpdesk roles
- Prior experience serving as a senior technician, escalation resource, or team lead is preferred
- CompTIA A+, Network+, or Microsoft certifications are a plus, Must be authorized to work in the US now and in the future without employer sponsorship. Nibbi Brothers uses E-Verify.
Benefits & conditions
The physical demands described below are essential to successfully perform the duties of this position. The employee will regularly have to:
- Walk, climb stairs, sit, stand, and crawl under desks.
- Talk, hear, and see within normal ranges.
- Reach with hands and arms.
- Use hands and fingers to operate tools and other business machines.
- Lift and/or move up to 50 lbs.
Compensation & Benefits
Nibbi offers a comprehensive benefits package, including:
- Medical, dental, and vision coverage
- Flexible spending plans
- Life and supplemental insurance
- 401(k) with employer match
- Paid time off and holidays
- Incentive compensation bonus
- Educational reimbursement and student loan repayment assistance
The expected salary range for this role is between $120,000 and $130,000 annually, depending on experience.
Nibbi Brothers is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, disability, national origin, veteran status or any other personal characteristic protected by law. Employment decisions are made based on qualifications, merit, and business need. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records., Nibbi partners with external recruiters occasionally. We are open to working with others, provided our policy is followed:
- If you have a qualified candidate for a posted position, contact HR@Nibbi.com.
- Do not send candidate information to anyone outside of HR. You will not be considered the source of the candidate unless you work with HR.