Helpdesk Lead

We’re looking for a natural leader - someone their team gravitates toward, trusts, an

d performs better because of. You’ll manage a pod of IT technicians, keep operations running smoothly, and be the person your team turns to when things get hard.

This role is as much about people as it is about process. If you love developing others, thrive in a fast-moving environment, and know how to stay calm when the queue is blowing up - this is for you.

What You’ll Do

• Lead and mentor a team of technicians - set the tone, delegate effectively, and hold your pod accountable with a people-first approach
• Manage day-to-day coverage: PTO, volume spikes, on-call schedules, and queue management
• Coach technicians on tools, processes, and best practices through ongoing feedback and formal training
• Monitor team performance metrics - ticket volume, response/resolution times, CSAT, SLAs - and act on trends before they become problems
• Escalate issues and communicate proactively with the Service Manager
• Identify process gaps and help drive improvements across the team

• Experience leading or mentoring a team in a technical environment - this could be a formal management role, a team lead position, or simply being the person everyone turned to
• A background in IT support, helpdesk, or a related technical field
• Strong communicator who can give direct feedback, rally a team, and work cross-functionally
• Organized, accountable, and comfortable making decisions under pressure
• MSP experience is a plus, not a requirement

Tools You’ll Work With ConnectWise, BrightGauge, Nilear, Microsoft 365, Azure

Pulled from the full job description

• Paid training
• Health insurance
• 401(k) matching
• Paid time off
• Health savings account
• Dental insurance
• Flexible spending account, * Nationwide medical, dental, and life insurance
• Long-term disability insurance (company-paid)
• 401(k) with company matching
• Generous PTO policy
• HSA and FSA options
• Paid training and certification assistance
• Flexible working schedule
• $500 sign-on bonus
• Team-building events
• Clear career advancement opportunities