Help Desk Lead

Elevate Technology

Houston, TX 77055 | Hybrid

Full-Time | Permanent | W-2

Reports To: Help Desk Manager

Elevate Technology is hiring a Help Desk Team Lead to oversee daily service desk operations, support and mentor help desk technicians, and help drive an outstanding experience for our clients.

This is a hands-on leadership role for someone who is strong technically, organized operationally, and confident leading from the front. The right candidate will serve as the primary escalation point for the team, help improve processes and service delivery, and ensure tickets, requests, and client issues are handled with urgency, professionalism, and care.

This role reports directly to the Help Desk Manager and works closely with leadership and technical resources to maintain strong service levels, improve workflows, and support continued team development.

• Oversee day-to-day help desk operations, including ticket queues, service requests, incidents, and escalations
• Monitor team workflow and help ensure response and resolution times meet service expectations
• Serve as the lead escalation point for technicians on complex technical issues
• Troubleshoot and assist with first- and second-level support when needed
• Coach, mentor, and motivate help desk staff to maintain strong performance and client satisfaction
• Identify recurring issues and implement process improvements to improve service levels and efficiency
• Maintain and improve documentation, SOPs, and knowledge base content
• Track and report on service metrics including ticket trends, response times, resolution times, and customer satisfaction
• Help manage the full lifecycle of support issues, with focus on reducing repeat incidents and minimizing disruption for clients
• Coordinate communication during outages, urgent events, or service-impacting issues
• Escalate advanced or high-priority issues to senior technical resources, project teams, or consultants as needed
• Work with the Help Desk Manager and internal leadership to coordinate schedules, workload balancing, and support coverage
• Manage vendor communication as needed to support daily service operations

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent hands-on experience
• 5 years of IT support experience, preferably in an MSP environment
• Previous experience leading, mentoring, or guiding a help desk or service desk team
• Strong customer service and relationship-building skills
• Excellent troubleshooting, decision-making, and root cause analysis ability
• Strong written and verbal communication skills
• Ability to create and maintain technical documentation and standard operating procedures
• Ability to manage multiple priorities in a fast-paced environment
• Ability to stay calm, professional, and solutions-focused in high-pressure situations

• MSP service delivery and IT service management experience
• RMM and PSA platform experience, preferably SyncroMSP
• Microsoft 365 administration, including:
• Exchange Online
• Entra ID / Azure AD
• Teams
• SharePoint
• OneDrive
• SSO / SAML
• Active Directory and hybrid environments
• Windows 10/11 laptops and desktops
• Apple devices including MacBooks, macOS, iPhones, iPads, and iCloud
• VoIP phone systems, configuration, and deployments
• Networking support, implementation, and troubleshooting
• General cybersecurity awareness and secure support practices

• Medical and dental insurance available
• Paid time off
• Paid holidays
• Hybrid work environment

Elevate Technology is an Equal Opportunity Employer and considers qualified applicants without regard to any protected status under federal, state, or local law.