Helpdesk Lead

Job Description

The Help Desk Lead is responsible for managing the day-to-day operations of the help desk team, ensuring high-quality support and timely resolution of technical issues for users. This role involves overseeing Tier 1 and Tier 2 support staff, coordinating escalations, and implementing best practices for service delivery. The Help Desk Lead will also act as a key point of contact for complex technical problems and contribute to continuous process improvement initiatives.

Oversee the help desk team, providing guidance, support, and performance feedback.

Train new help desk staff and assist with ongoing professional development.Responsibilities

Manage the daily operations of the help desk, including ticket assignment, prioritization, and escalations.

Serve as a technical escalation point for complex issues, troubleshooting and resolving advanced problems.

Monitor service level agreements (SLAs) to ensure timely resolution of support tickets.

Develop and implement help desk policies, procedures, and best practices to enhance service quality.

Generate and analyze reports on help desk performance metrics, identifying trends and areas for improvement.

Maintain technical documentation, knowledge base articles, and training materials for the help desk team.

Work closely with other IT teams and departments to coordinate support and resolve cross-functional issues.

Facilitate regular team meetings to review performance, share updates, and discuss ongoing projects.

Provide input on hardware and software procurement based on user needs and support requirements.

Stay updated on emerging technologies and industry best practices, recommending improvements where applicable.

Perform other related duties as assigned.Required Skills

5+ years of experience in a help desk or technical support role, including at least 2 years in a supervisory or lead position.

Strong knowledge of Windows Desktop Operating Systems (10, 11) and Windows Server environments.

Experience with Active Directory, Microsoft Exchange, Office 365, and virtualization platforms (VMware/Hyper-V).

Understanding of networking concepts, including LAN/WAN, DNS, DHCP, and VPN.

Proficient in the use of remote support tools and ticketing systems.

Excellent troubleshooting and problem-solving skills.

Strong leadership skills with the ability to train, motivate, and mentor help desk staff.

Exceptional verbal and written communication skills.

Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.

Technical certifications such as CompTIA A+, Network+, ITIL, or Microsoft certifications are preferred.Education and Experience:

Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field preferred; equivalent work experience may be considered.Physical Requirements:

Ability to sit for extended periods and work on a computer.

Occasionally lift up to 15 pounds.

I acknowledge that I have 5 years of experience as a full-time role in a help desk or technical support capacity and a minimum of 2 years of supervisory experience over technical resources.

I acknowledge that the position will be an onsite role in Midland, GA and there is no relocation for the role.

Full-time