IT Help Desk Team Leader
Core
Lead a Service Desk team to deliver exceptional client experiences, manage operations, and provide hands-on Level 2 technical support.
Role type
IT Help Desk Team Leader (People & Operations Lead)
Builds
Service Desk operations and client support outcomes
Domain
IT Service Management (ITSM) / Managed Services Provider (MSP)
Deliverable
client delivery
Required skills
Service Desk leadership, performance management, operational planning, SLA management, incident/problem management, Level 2 troubleshooting, client advocacy, team mentoring, resource utilization, process improvement
Preferred skills
MSP experience, Cloud Services experience, Microsoft certifications
Technologies
EUM, RMM, ticketing systems, Autopilot, Conditional Access
Responsibilities
Coach and mentor a high-performing Service Desk team; Balance workloads and optimize resource utilization; Ensure SLAs are met and drive first-call resolution; Act as primary contact for key clients; Provide Level 2 technical support and troubleshoot on-prem, hybrid, and cloud environments
Seniority
Mid-Senior, hands-on IC with people leadership
