IT Helpdesk Technician Lead

Apply for the IT Helpdesk Technician Lead role at Climate Pros, LLC

$80,000 – $100,000 per year

The IT Helpdesk Team Lead is in charge of leading support for the IT team. Reporting to the IT Operations Manager, this role will align with overall department goals while driving the user support experience. This is a technical, hands‑on role that will work closely with the IT Helpdesk team to revise and create procedures, address ticket issues and escalations, and assist with team growth.

• Active Directory and Entra
• Windows Server administration
• Networking (LAN, WAN, DNS, VPN, VLANs)
• Vendor and ISP relationships
• On‑premises and cloud‑hosted IT infrastructure
• PC and mobile device management systems (MDM, RMM, etc.)
• Hardware and software initiatives including assessments and rollout
• Hosted VOIP systems
• Cybersecurity issue identification, remediation, and documentation
• Ability to triage, diagnose, and resolve tickets while maintaining SLAs, SOPs, and customer service

• Supervise and mentor a team of 6+ IT Helpdesk Technicians
• Provide technical training and guidance to team members
• Manage a Helpdesk software system, including assigning, prioritizing, and escalating tickets
• Uphold team performance benchmarks such as SLAs, response time, and user satisfaction
• Create and manage SOPs, including process improvements through training and automation
• Collaborate with the IT Operations Manager and communicate team initiatives and goals

• 3+ years of experience in an IT Helpdesk or similar role
• 1+ years managing an IT Helpdesk environment
• IT certifications such as A+, Network+, Security+, or equivalent (highly preferred)
• Proven ability to work independently and manage priorities
• Extensive experience documenting Standard Operating Procedures (SOPs)
• Occasional travel (5%)
• Excellent oral and written communication skills
• Ability to explain complex technical and security concepts to technical and non‑technical audiences
• Physical capability to stand/walk up to 50% of the day and lift up to 50 pounds; able to manage multiple tasks and meet tight deadlines in a fast‑paced environment

The role is performed in a normal office environment with one or more public spaces.

Responsibilities include:

• Frequent sitting, standing, walking, hearing, seeing, and talking
• Close vision requirements due to computer work
• Light to moderate lifting may be required
• Employees may be required to visit customer sites or ride along with a field technician
• Legal authorization to work in the U.S. indefinitely is required; employer work permit sponsorship is not available for this position

Referrals increase your chances of interviewing at Climate Pros, LLC by 2x.

Mid‑Senior level

Full‑time

Information Technology and Management

HVAC and Refrigeration Equipment Manufacturing and Information Services

• Medical insurance
• Vision insurance
• 401(k)
• Disability insurance