Help Desk Team Lead

Introduction

A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe.

You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio; including Software and Red Hat.

Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you'll be encouraged to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in ground breaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and development opportunities in an environment that embraces your unique skills and experience.

Your Role And Responsibilities

We are seeking a customer-focused and technically skilled Help Desk Team Lead to provide first-level support for end users experiencing technical issues. This role is critical in ensuring smooth day-to-day operations by resolving basic IT problems, escalating complex issues, and maintaining high levels of customer satisfaction.

• Serve as the initial point of escalation for Tier 1 support team seeking technical assistance to complex tickets.
• Provide basic guidance to help Tier 1 resources troubleshooting for hardware, software, network, and application issues.
• Work with the Desk Lead to maintain needed staffing, scheduling, training, and coaching.
• Log and track support requests using a ticketing system, ensuring timely resolution or escalation.
• Escalate unresolved issues to Tier 3 support teams as needed.
• Perform quality assurance monitoring to reduce handle times and increase efficiency.
• Work to update and maintain operating procedures and knowledge base documentation.
• Support onboarding/off-boarding processes including account setup and equipment provisioning.
• Candidates located within a commutable distance of Rocket Center, WV strongly preferred
  
  

Preferred Education

Associate's Degree/College Diploma

Required Technical And Professional Expertise

• 2 years of experience in customer service or help desk role.
• Basic understanding of Windows OS, Microsoft Office Suite, and common enterprise applications.
• Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, Jira).
• Strong communication and problem-solving skills, with attention to detail.
• Ability to work independently and as part of a team, with leadership experience.
• Must be eligible to obtain Public Trust clearance upon hire.
  
  

Preferred Technical And Professional Experience

• Experience in a federal or government consulting environment.
• Knowledge of Active Directory, VPNs, and remote desktop tools.
• CompTIA A , ITIL Foundation, or similar certifications.
• Ability to work onsite at IBM’s facility in Rocket Center, WV.
• Associate degree or technical certification preferred.