IT Helpdesk Technician Lead

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.

• Hardware and software initiatives including assessments and rollout.
• The employee is frequently required to sit, stand, walk, hear, see, and talk.
• Provide technical training and guidance to individual team members.
• 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.
• Cybersecurity issue identification, remediation, and documentation.

Requirements

• Hosted VOIP systems.
• PC and mobile device hardware, including related user software.
• 1+ years’ experience managing an IT Helpdesk environment.
• Experienced in creating and managing SOPs including process improvements through training and automation.
• Proven ability to work independently and effectively manage priorities.
• Excellent Professional oral and written communication skills.
• 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.
• Windows Server administration.
• Ability to travel occasionally (5%).
• Light to moderate lifting may be required.
• Experience managing a Helpdesk software system, including assigning, prioritizing, and escalating tickets.
• PC and mobile device management systems (MDM, RMM, etc.)
• Networking, including LAN, WAN, DNS, VPN, and VLAN’s.
• Ability to supervise and mentor a team of 6+ IT Helpdesk Technicians.
• IT certifications such as A+, Network+, Security+, or equivalent are highly preferred.
• Specific vision abilities required by this job include close vision requirements due to computer work.
• Ability to triage, diagnose, and resolve tickets while maintaining SLA’s, SOP’s, and customer service.
• Exceptional at explaining complex technical and security concepts to both technical and nontechnical audiences.
• Microsoft 365 suite, including Exchange, Teams, SharePoint, etc.
• Familiarity upholding team performance benchmarks such as SLAs, response time, and user satisfaction.
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
• On-premises and cloud hosted IT infrastructure.
• Highly experienced with documenting Standard Operating Procedures (SOPs).
• 3+ years’ experience working in an IT Helpdesk or similar role required.
• Able to collaborate with the IT Operations manager and communicate team initiatives, goals, and departmental alignment.

Benefits

$80-100K annually.

Training + Development

Interview process

Visa Sponsorship

Security clearance