Help Desk Team Lead

Direct message the job poster from Addison Group

The Deskside Support Team Lead is a hands-on leadership position responsible for delivering high-level Tier II support while supervising a team of Deskside Support Technicians across regional office locations. This role balances technical expertise with people leadership and process improvement. Based in Austin, TX, you will ensure high-quality support services, coach team members, manage escalations, and contribute to improving IT support operations.

Responsibilities:

• Supervise remote deskside support technicians nationwide and oversee daily performance.
• Provide task direction, coaching, mentoring, and career development support.
• Conduct daily stand-ups and weekly syncs with the Deskside Support Manager.
• Monitor ticket queues and ensure adherence to SLAs and KPIs.
• Serve as the escalation point for complex Level 2–3 issues, collaborating with infrastructure and infosec teams.
• Maintain process compliance and uphold documentation standards.
• Collaborate with Level 1 support to streamline ticket triage and escalation.
• Identify recurring issues and recommend processes or tool enhancements.

Technical Support

• Deliver white-glove support and high-touch service, including C-level executives.
• Provide hands-on support for hardware, software, peripherals, and network connectivity.
• Manage deployments, refreshes, device imaging, and asset inventory.
• Support Windows 10/11, Office 365, Outlook, and enterprise applications.
• Troubleshoot issues on laptops, desktops, mobile devices, and printers.
• Maintain and support A/V systems in conference rooms to ensure meeting readiness.

Knowledge, Skills, Education:

• 4–6 years of experience in corporate Help Desk or Deskside Support
• 1–2 years in a leadership or team lead role
• Strong customer service orientation and interpersonal skills
• Expertise in Windows 10/11, Active Directory, device imaging, and account provisioning
• Familiarity with ITILv3 or ITIL 4 framework
• Familiarity with macOS, SCCM, Intune, Azure, and ticketing systems like Connect Wise
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VLANs).
• Experience supporting mobile devices and maintaining IT asset inventory
• Highly organized with excellent written and verbal communication
• Willing to work occasionally off-hours or weekends as needed
• Resourcefulness and problem-solving aptitude
• Ability to create your own Healthcare package; BCBS medical, dental, and vision - it’s your choice!
• 401(K) with up to 4% matching
• Flexible PTO
• Addison Group Wellness Program

Location:

Austin, TX (On-site Mon–Thurs; Remote Fridays)

Seniority level

• Seniority level
  
  Mid-Senior level

Employment type

• Employment type
  
  Full-time

Job function

• Job function
  
  Information Technology
• Industries Staffing and Recruiting

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Inferred from the description for this job

Medical insurance

Vision insurance

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