Lead Help Desk Technician

Overview

This is a hands-on, in-office, leadership role.

You’ll lead the day-to-day operation of the IT Service Desk while also providing Level 1 & 2 support. You’re the person who ensures tickets move, standards are upheld, and the team is set up to succeed. Just as importantly, you’ll help build a high-performing help desk team coaching others, improving processes, and raising the bar for service across the company.

What You’ll Be Doing

• Acting as the lead point of contact for IT support across the business
• Coordinating daily help desk operations (triage, prioritization, assignment, follow-up)
• Providing hands-on Level 1 & 2 support across hardware, software, and user issues
• Coaching and supporting help desk team members to build capability and confidence
• Driving service quality, accountability, and responsiveness
• Identifying gaps and improving processes, documentation, and efficiency
• Suppo...