IT Helpdesk Technician Lead

Job Description:

The IT Helpdesk Team Lead is in charge of leading support for the IT team. Reporting to the IT Operations Manager, this role will be responsible for aligning with overall department goals while driving the user support experience. This is a technical, hand-on role, that will work closely with the IT Helpdesk team to revise and create Helpdesk procedures, address ticket issues and escalations, while assisting with the growth of the team.

Technical Skills:

To be successful in this role, one will need to be proficient in the following areas:

• Active Directory and Entra.
• Windows Server administration.
• Networking, including LAN, WAN, DNS, VPN, and VLAN’s.
• Vendor and ISPs relationships.
• Microsoft 365 suite, including Exchange, Teams, SharePoint, etc.
• On-premises and cloud hosted IT infrastructure.
• PC and mobile device management systems (MDM, RMM, etc.)
• PC and mobile device hardware, including related user software.
• Hosted VOIP systems.
• Cybersecurity issue identification, remediation, and documentation.
• Hardware and software initiatives including assessments and rollout.
• Ability to triage, diagnose, and resolve tickets while maintaining SLA’s, SOP’s, and customer service.

Management Responsibilities:

This role involves direct reports, as it relates to the IT support process. The following skills and experience are needed:

• Ability to supervise and mentor a team of 6 IT Helpdesk Technicians.
• Provide technical training and guidance to individual team members.
• Experience managing a Helpdesk software system, including assigning, prioritizing, and escalating tickets.
• Familiarity upholding team performance benchmarks such as SLAs, response time, and user satisfaction.
• Experienced in creating and managing SOPs including process improvements through training and automation.
• Able to collaborate with the IT Operations manager and communicate team initiatives, goals, and departmental alignment.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time.

Qualifications:

• 3 years’ experience working in an IT Helpdesk or similar role required.
• 1 years’ experience managing an IT Helpdesk environment.
• IT certifications such as A , Network , Security , or equivalent are highly preferred.
• Proven ability to work independently and effectively manage priorities.
• Highly experienced with documenting Standard Operating Procedures (SOPs).
• Ability to travel occasionally (5%).
• Excellent Professional oral and written communication skills.
• Exceptional at explaining complex technical and security concepts to both technical and nontechnical audiences.
• Capable of standing/walking up to 50% of the day and lifting up to 50 pounds. Comfortable managing multiple tasks and meeting tight deadlines in a fast-paced environment.

Physical Requirements and Working Conditions:

The physical demands and work environmental characteristics are representative of those an employee encounters while performing the job's essential functions. Work is performed in a normal office environment.

• The employee is frequently required to sit, stand, walk, hear, see, and talk.
• Specific vision abilities required by this job include close vision requirements due to computer work.
• Light to moderate lifting may be required.
• All employees may be required to visit a customer site and/or complete a ride-along with a field technician as part of their employment.
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Compensation Range:

$80-100K annually.