Program Lead

The Help Desk Team Lead provides day to day leadership, oversight, and technical guidance for a team of Help Desk Technicians supporting Microsoft-based end user services, including Microsoft 365, Windows 10/11, Azure AD/Entra ID, and standard productivity tools. This role balances hands on support work with supervisory responsibilities—ensuring high-quality service delivery, adherence to SLAs, professional development of staff, and continuous improvement of help desk operations.

The Team Lead acts as the first point of escalation for Tier I technicians, coordinates workload, monitors ticket queues, and collaborates closely with senior IT staff to resolve complex technical issues.

Key Responsibilities

Team Leadership & Operational Oversight

• Oversee daily help desk operations, ensuring timely response and resolution of incidents and service requests.
• Assign, prioritize, and balance workloads across the support team.
• Monitor ticket queues for SLA compliance, aging tickets, and quality of documentation.
• Serve as the initial point of escalation for Tier I technicians, assisting with troubleshooting and decision making.
• Lead daily/weekly standup meetings to communicate priorities, changes, and updates.
• Maintain staffing schedules and coordinate coverage for time off, after-hours support, or surge operations.
  
  

Quality Assurance & Continuous Improvement

• Review technician performance through ticket audits, user feedback, and KPIs.
• Identify recurring issues and drive root-cause analysis with Tier II/III teams.
• Develop, refine, and enforce Standard Operating Procedures (SOPs).
• Expand and maintain the knowledge base—promoting documentation best practices.
• Recommend process improvements to enhance efficiency and user experience.
  
  

Technical Support (Hands-On)

• Provide advanced troubleshooting support for Microsoft 365, Windows devices, and Azure AD/Entra ID.
• Assist with complex tickets requiring deeper analysis, cross-team collaboration, or elevated permissions.
• Coordinate escalations with system administrators, network engineers, and security teams.
• Support onboarding processes, ensuring consistent execution across the team.
  
  

Training & Professional Development

• Mentor junior technicians, providing coaching, feedback, and skills development.
• Facilitate onboarding/training for new staff on tools, procedures, and technical fundamentals.
• Encourage staff in certification pathways aligned with organizational standards.
  
  

Reporting & Communication

• Generate reports on ticket volume, SLA performance, and trends for management review.
• Communicate service disruptions, planned maintenance, or high-impact issues to users when appropriate.
• Act as a liaison between help desk staff and leadership to ensure alignment with organizational goals.
• SharePoint Online/OneDrive (sync issues, permissions requests, file recovery).
  
  

Required Qualifications

7 years of experience in a help desk or IT support environment, with at least 1 year in a lead, senior, or mentoring role.

• Strong working knowledge of:
  
  

– Microsoft 365 (Outlook/Exchange, Teams, SharePoint, OneDrive)

– Windows 10/11 troubleshooting

– Azure Virtual Desktop/AD/Entra ID (account tasks, MFA, conditional access fundamentals)

– Basic networking (DNS, DHCP, VPN)

• Experience with ITSM systems (ServiceNow, Jira Service Management, Zendesk, etc.).
• Demonstrated ability to guide and mentor technical staff.
• Excellent communication, customer service, and documentation skills.
• CND, GFACT, or GSEC, Microsoft Certified: Azure Fundamentals (AZ 900), Microsoft 365 Certified: Fundamentals (MS 900). CompTIA Security or ability to obtain one prior to employment.
  
  

Bachelor's or equivalent experience.

Preferred Qualifications

• Experience with Intune, Endpoint Manager, or SCCM/ConfigMgr.
• Familiarity with admin centers for Exchange Online, Teams, SharePoint, and Entra ID.
• PowerShell experience for automation or bulk tasks.
• Prior experience performing ticket QA, maintaining SOPs, or leading workflow improvements is a must
  
  

Previous experience transforming and modernizing help desks/call centers highly desired.

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