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