Help Desk Lead
Core
Senior IT support lead managing service desk operations, technical escalations, and team coaching for a managed services provider.
Role type
Senior IC Help Desk Lead
Builds
IT support services and client technology operations
Domain
IT Services / Managed Services Provider
Deliverable
client delivery
Required skills
Microsoft 365 administration, Windows Server management, Active Directory, networking fundamentals, PSA/ticketing platforms, RMM tools, Hyper-V/VMware virtualization, disaster recovery administration, security tools (EDR/MDR), root cause analysis, team coaching, SLA management
Preferred skills
CompTIA Network+/Security+, Microsoft MS-102/AZ-104 certifications, experience in IT consulting firms
Technologies
Active Directory, Hyper-V, Microsoft 365, Network, SharePoint, TCP/IP, VPN, VMware, Veeam, Windows, Office 365
Responsibilities
Act as primary technical escalation point for Tier 1 and Tier 2 technicians; manage ticket queue triaging and prioritization; monitor SLA performance; lead daily standups and dispatch; coach and mentor technicians; communicate directly with clients about escalations; identify repeat problems and drive root-cause fixes; create and maintain documentation; report on service desk KPIs; partner with account management for client onboarding; participate in after-hours on-call rotation