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# TELECOMMUTE HelpDesk Lead

- **Company:** SDH Systems LLC
- **Location:** United States (Remote available)
- **Experience:** Expert
- **Salary:** $52,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, JIRA, Microsoft Outlook, Microsoft Office, Microsoft SharePoint, Servicenow
- **Published:** September 3, 2026
- **Apply:** https://www.dice.com/job-detail/bec3d948-d014-4ca7-b662-91b30322d92f

## About the Role

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.

## Description

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.


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