> Markdown version of [/jobs/ext/2619130-help-desk-team-lead](https://www.wearedevelopers.com/jobs/ext/2619130-help-desk-team-lead). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Team Lead - **Company:** Moxie - **Location:** Irving, TX, United States - **Experience:** Expert - **Salary:** $52,000.0 - **Contract:** Permanent contract - **Skills:** Issue Tracking Systems, Network Troubleshooting, Microsoft Office, Topdesk, Computer Networking Systems, Information Technology - **Published:** August 9, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=f389c6ab78b058cf ## About the Role * Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field (or equivalent work experience). * 2 years of experience in a help desk or technical support role, with 1-3 years in a leadership or supervisory position. * Relevant certifications (e.g., ITIL, CompTIA A+) are a plus. * Strong technical knowledge of hardware, software, and network systems. * Proven experience in managing and leading a help desk team, including training, performance management, and process improvement. * Excellent problem-solving, communication, and customer service skills. * Proficiency in help desk software, ticketing systems, and Microsoft Office Suite. ## Description The Help Desk Team Lead is responsible for supervising the help desk team, managing day-to-day operations, and ensuring the delivery of high-quality technical support to end-users. This role involves providing guidance and support to team members, handling complex technical issues, and implementing best practices to enhance service delivery and customer satisfaction. Core Responsibilities: * Foster a positive work environment that encourages collaboration, professional growth, and high performance. * Oversee daily operations of the help desk, including ticket management, issue resolution, and service request fulfillment. * Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs) for response times and resolution rates. * Coordinate and prioritize support requests to ensure timely and efficient handling of issues. * Provide advanced technical support for complex or escalated issues that cannot be resolved by junior team members. * Troubleshoot and resolve hardware, software, and network issues, and provide guidance on best practices for system usage. * Document solutions and maintain knowledge base articles to assist with recurring issues. * Identify opportunities for process improvements and implement best practices to enhance help desk efficiency and effectiveness. * Monitor and analyze help desk metrics and feedback to identify trends, issues, and areas for improvement. * Develop and refine help desk procedures, workflows, and documentation to ensure consistency and quality of service. * Ensure high levels of customer satisfaction by providing exceptional service and addressing user concerns promptly. * Manage escalations and handle difficult customer interactions with professionalism and empathy. * Gather and analyze customer feedback to identify areas for improvement and enhance the overall support experience. * Communicate effectively with management, other departments, and external vendors regarding help desk activities and issues. * Manage inventory of hardware and software resources used by the help desk team. ## Related Videos - [Your Manager Doesn’t Come with a User Manual (But You Can Totally Write One)](https://www.wearedevelopers.com/videos/1495-your-manager-doesn-t-come-with-a-user-manual-but-you-can-totally-write-one) - [Recruiting in 2025: Will AI Help or Take Over?](https://www.wearedevelopers.com/videos/1301-recruiting-in-2025-will-ai-help-or-take-over) - [Successful talent development: A joint journey of executives and talents](https://www.wearedevelopers.com/videos/1002-successful-talent-development-a-joint-journey-of-executives-and-talents) - [7 tips for releasing on a Friday afternoon: YouTrack to the rescue](https://www.wearedevelopers.com/videos/204-7-tips-for-releasing-on-a-friday-afternoon-youtrack-to-the-rescue) - [Startup Presentation: Dealing with the bug Mafia](https://www.wearedevelopers.com/videos/1175-startup-presentation-dealing-with-the-bug-mafia) ## Related Articles - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [Should Tech Managers Be Developers First? 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