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Job Title: IT Helpdesk Team Lead
Location: Franklin, TN (Onsite)
Duration: 12 months contract
Job Summary
We are seeking an experienced IT Helpdesk Team Leader to oversee daily helpdesk operations, support team performance, and ensure timely resolution of technical issues. This role combines strong technical expertise with leadership capabilities to drive service excellence.
Key Responsibilities
Job Title: IT Helpdesk Team Lead
Location: Franklin, TN (Onsite)
Duration: 12 months contract
Job Summary
We are seeking an experienced IT Helpdesk Team Leader to oversee daily helpdesk operations, support team performance, and ensure timely resolution of technical issues. This role combines strong technical expertise with leadership capabilities to drive service excellence.
Key Responsibilities
- Supervise helpdesk agents, workflows, and day-to-day support activities
- Act as the primary escalation point for complex or high-priority IT issues
- Monitor ticket queues, email traffic, and escalations, ensuring SLA compliance
- Collaborate with cross-functional teams to implement IT projects and resolve system issues
- Provide guidance, coaching, and support to helpdesk staff
- 3 5 years of experience in IT Helpdesk or NOC support roles
- Strong hands-on experience with: Windows 11/Office 365/Active Directory (AD)/ServiceNow/Basic networking & IT infrastructure
- Proven leadership and team management skills
- Strong problem-solving and communication abilities