IT Helpdesk Team Lead/ Service Desk Support Lead

SUMMARY: The IT Helpdesk Team Lead provides advanced technical support and leadership for Service Desk operations, handling complex hardware, software, and network issues escalated from Tier 1 and Tier 2. This role oversees ticket resolution, performs in- depth troubleshooting, and ensures timely escalation to Tier 3 teams when needed. The Team Lead supports end-user environments including Windows 11, Office 365, Active Directory, and endpoint management tools, while also guiding Level 2 support for desktops, laptops, and peripherals. Additionally, this position mentors team members, drives service quality, and ensures consistent delivery of high-level customer support through strong communication and operational oversight., · The Service Desk provides contact and problem resolution for all internal users’ hardware, software, conference & telecommunications issues.

· Service Desk resolves as many user-reported problems as expertise permits using all available tools and following procedures and policies for the handling of support calls.

· Service Desk provides Level 2 client hardware support for desktop PCs, laptops/docking stations, printers

· Service Desk provides Level 2 client desktop software support including Microsoft Office365, Windows 11,

· MDM/Intune, and OneDrive and understands Basic Networking

· Service Desk fields calls from customer opening tickets on the ticketing system

· Act as liaison between the customers and the 3rd level support teams.

· Provide support for network connectivity, including resetting network passwords.

· Must have exemplary communication and people - skills to obtain and convey concise information on end-users’ issues.

· Must be accountable / responsible for escalation of more complex calls to the relevant IT team.

· Position requires exemplary customer service communication skills, both verbal and written, · 3-5 years of experience in IT support, Service Desk, or NOC environments with increasing responsibility

· Advanced knowledge of Windows 11, Office 365, Active Directory, and Intune/MDM

· Experience with ticketing systems such as ServiceNow and ITSM processes

· Strong troubleshooting skills across hardware, software, and basic networking (TCP/IP, DNS, DHCP, VPN)

· Hands-on Level 2 support experience for desktops, laptops, and peripherals

· Proven ability to lead or mentor team members and manage escalations

· Excellent communication and customer service skills, both verbal and written

· Ability to prioritize tasks, take ownership, and work effectively in a fast-paced environment, · Associate’s degree in computer science or related field, or equivalent combination of related education and experience

· Multi-stage interview: Video / In-Person Initial Meetup and In-person and/or Video Tech Panel Meetup

· Pre-employment investigation required (criminal background, drug test)

Job Types: Full-time, Contract

Pay: $20.00 - $22.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off