TELECOMMUTE HelpDesk Lead

Lead and manage the Help Desk team and day-to-day IT support operations.

• Provide Level 2/3 technical support for end-user hardware, software, and access issues.
• Strong hands-on experience with Microsoft Office 365/Microsoft 365 is required.
• Troubleshoot Outlook, Teams, SharePoint, OneDrive, and Exchange Online issues.
• Manage users, licenses, permissions, and access through Microsoft 365 Admin Center and Entra ID.
• Support Windows 10/11 desktops, applications, and endpoint-related issues.
• Monitor ticket queues and ensure incidents and requests are resolved within SLA.
• Handle escalations and coordinate with infrastructure, security, and application teams.
• Mentor and provide technical guidance to Help Desk team members.
• Track Help Desk performance, ticket volumes, SLA compliance, and service metrics.
• Create and maintain troubleshooting guides, knowledge articles, and SOPs.
• Identify recurring issues and drive continuous improvement in support processes.

Experience with ServiceNow, Jira, or other ITSM/ticketing tools.

• Strong communication, customer service, troubleshooting, and leadership skills.
• 5+ years of IT Help Desk/Service Desk experience with 2+ years in a lead role preferred.