Help Desk Lead

Help Desk Lead

 

Lead oversees daily Help Desk support operations, and ensures high-quality service, acting as a bridge between technicians, management, and users. They handle complex technical escalations, maintain SLAs (Service Level Agreements), and improve IT support processes while mentoring Help Desk technicians to meet performance goals

• Leads daily service desk operations, including ticket prioritization, queuing, and resolution tracking to meet SLA targets.
• Act as the primary point of contact for high-priority or complex technical issues that Level 1 and 2 support technicians cannot resolve.
• Oversees Help Desk Technicians, provides training, contributes to performance evaluations, and fosters professional development.
• Develop, document, and implement best practices, troubleshooting procedures, and knowledge base articles for IT support.
• Monitor system uptime, analyze ticket trends, and generate reports on customer satisfaction and team performance.
• Provide hands-on troubleshooting of hardware, software, network, and other technology issues.

Minimum Qualifications:

 

• Bachelor’s degree in Computer Science, Computer Engineering, or equivalent experience.
• 7-9 years of IT support experience, with at least 1–2 years in a supervisory role.
• Complies with all policies and standards. 
• Maintain appropriate level government security clearance.

 

Preferred Qualifications:

 

• Understanding of Windows/Mac environments, networking, Active Directory, and SaaS applications.
• Excellent communication, customer service, and conflict-resolution skills.
• Experience with IT Service Management (ITSM) tools and ticketing systems (e.g., Jira, ServiceNow, Zendesk).
• Preferred certifications: CompTIA A+, Microsoft Certified (MCP), or ITIL