> Markdown version of [/jobs/ext/266101-it-helpdesk-team-lead-service-desk-support-lead](https://www.wearedevelopers.com/jobs/ext/266101-it-helpdesk-team-lead-service-desk-support-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). --- # IT Helpdesk Team Lead/ Service Desk Support Lead - **Company:** COLLAR SERVICES INC - **Location:** Nashville, TN, United States - **Experience:** Expert - **Salary:** $41,600.0 - $45,760.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Software Applications, Dynamic Host Configuration Protocol, Desktop Computing, Domain Name System (DNS), Issue Tracking Systems, Virtual Private Networks (VPN), Network Troubleshooting, Microsoft Office, Networking Basics, Network Connections, TCP/IP, Office365, Peripherals, Microsoft InTune, Information Technology, Laptops, 3-tier Architectures, Servicenow - **Published:** May 19, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=93babe5530d11dc7 ## About the Role · 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 ## Description 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Synthetic Insiders: The New AI Risk to Your Org](https://www.wearedevelopers.com/videos/100057-synthetic-insiders-the-new-ai-risk-to-your-org) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) - [My journey into DevOps world - How it all started!](https://www.wearedevelopers.com/videos/545-my-journey-into-devops-world-how-it-all-started) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Should Tech Managers Be Developers First? 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