Help Desk Team Lead
Core
Lead and support the Help Desk team, troubleshooting complex hardware, software, and network issues while improving IT support processes.
Role type
Senior IC Help Desk Team Lead
Builds
IT support services for internal business units
Domain
Enterprise IT / Help Desk
Deliverable
client delivery
Required skills
Windows 10/11 administration, Microsoft 365/Office 365, Active Directory management, remote support tools (RDP, VNC, VPN), networking fundamentals (TCP/IP, DNS, DHCP, GPO), ticketing systems, SLA/KPI management, hardware troubleshooting (via careerplan.io/jobs/26-009-5E-E6A-help-desk-team-lead)
Preferred skills
Microsoft Intune, Entra ID (Azure AD), endpoint management solutions
Responsibilities
Lead and provide professional guidance to the Help Desk team; Plan, prioritize, and monitor the team's daily tasks and workload; Take a hands-on role in troubleshooting complex hardware, software, network, and end-user issues; Initiate, improve, and implement IT support processes; Work closely with internal business units to provide tailored technical support; Mentor, coach, and develop Help Desk team members; Monitor, measure, and ensure compliance with SLA targets and support KPIs.