Helpdesk Lead
Core
Lead and scale the IT support function, establishing processes, managing a team of analysts, and ensuring high-touch support for complex technical issues while driving automation.
Role type
Senior IT Helpdesk Lead / Team Lead
Builds
Scalable IT Service Management (ITSM) workflows, self-service knowledge bases, and automated provisioning tools.
Domain
Enterprise IT Operations / SaaS Infrastructure
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
IT Service Management (ITSM) workflow design, ticketing system configuration, Identity and Access Management (IAM), hardware troubleshooting, team hiring and mentoring, employee lifecycle management, automation strategy, knowledge base creation, vendor relationship management
Preferred skills
MDM solutions (Jamf, Kandji, Intune), CrowdStrike, Jira/Atlassian suites, AV equipment setup and management
Technologies
Google Workspace, Linux, Slack, Zoom, Okta, Jira, Snipe-IT, Jamf, Kandji, Intune, CrowdStrike
Responsibilities
Design and implement scalable ITSM workflows including SLAs and escalation paths; Configure and manage ticketing and asset management tools; Hire, train, and mentor IT Analysts; Manage IAM and automate low-effort tickets; Troubleshoot hardware, software, and network issues; Manage 35+ Zoom conference rooms and AV systems; Oversee employee onboarding and offboarding workflows; Build internal knowledge bases and self-service automation tools.
Seniority
Senior, hands-on IC transitioning to player/coach
