IT Helpdesk Technician Team Lead

Description

The IT Helpdesk Team Lead leads support for the IT team, reports to the IT Operations Manager, aligns with department goals, and drives the user support experience. This technical, hands‑on role works closely with the Helpdesk team to revise procedures, address ticket issues and escalations, and assist with team growth.

The role includes direct supervision of a team of six or more Helpdesk Technicians, providing technical training, managing the Helpdesk software system, and ensuring performance benchmarks such as SLAs, response time, and user satisfaction are met. Collaboration with the IT Operations manager is required to communicate initiatives, goals, and departmental alignment.

The position requires occasional travel (about 5%) and may involve visiting customer sites or riding along with field technicians. Work is performed in a normal office environment with typical physical demands such as sitting, standing, walking, and moderate lifting.

• Manage Active Directory and Entra
• Administer Windows Server
• Handle vendor and ISP relationships
• Support Microsoft 365 suite (Exchange, Teams, SharePoint, etc.)
• Maintain on‑premises and cloud IT infrastructure
• Oversee PC and mobile device management systems (MDM, RMM)
• Manage hosted VoIP systems
• Identify, remediate, and document cybersecurity issues
• Lead hardware and software assessments and rollouts
• Triage, diagnose, and resolve tickets while meeting SLA and SOP standards
• Supervise and mentor a team of 6+ Helpdesk Technicians
• Provide technical training and guidance to team members
• Manage Helpdesk ticketing system, assigning, prioritizing, and escalating issues
• Uphold performance benchmarks such as SLAs, response time, and user satisfaction
• Create and improve SOPs through training and automation
• Collaborate with IT Operations manager to communicate initiatives and goals
• Explain complex technical and security concepts to diverse audiences
• Manage multiple tasks and meet tight deadlines in a fast‑paced setting
• Frequently sit, stand, walk, hear, see, and talk
• Perform light to moderate lifting
• Visit customer sites or ride along with field technicians as needed

Requirements

• Configure networking (LAN, WAN, DNS, VPN, VLANs)
• Service PC and mobile hardware and related software
• 3+ years of IT Helpdesk or similar experience
• 1+ year of managing an IT Helpdesk environment
• Hold certifications like A+, Network+, Security+ (preferred)
• Work independently and manage priorities effectively
• Document Standard Operating Procedures (SOPs) proficiently
• Travel occasionally (≈5%)
• Exhibit strong oral and written communication skills
• Stand/walk up to 50% of the day and lift up to 50 lb
• Require close vision for computer work
• Must have legal authorization to work in the U.S.; sponsorship unavailable

Benefits

Compensation ranges from $80,000 to $100,000 annually. Climate Pros is an equal‑opportunity employer committed to diversity, inclusion, and a workplace free from discrimination and harassment.

Training + Development

Interview process

Visa Sponsorship

Security clearance