IT Helpdesk Technician Team Lead

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

• Active Directory and Entra.
• Windows Server administration.
• Networking, including LAN, WAN, DNS, VPN, and VLANs.
• Vendor and ISP relationships.
• Microsoft 365 suite, including Exchange, Teams, SharePoint, etc.
• On‑premises and cloud hosted IT infrastructure.
• PC and mobile device management systems (MDM, RMM, etc.)
• PC and mobile device hardware, including related user software.
• Hosted VOIP systems.
• Cybersecurity issue identification, remediation, and documentation.
• Hardware and software initiatives including assessments and rollout.
• Ability to triage, diagnose, and resolve tickets while maintaining SLA’s, SOP’s, and customer service.

• Ability to supervise and mentor a team of 6+ IT Helpdesk Technicians.
• Provide technical training and guidance to individual team members.
• Experience managing a Helpdesk software system, including assigning, prioritizing, and escalating tickets.
• Familiarity upholding team performance benchmarks such as SLAs, response time, and user satisfaction.
• Experienced in creating and managing SOPs including process improvements through training and automation.
• Able to collaborate with the IT Operations manager and communicate team initiatives, goals, and departmental alignment.

• 3+ years’ experience working in an IT Helpdesk or similar role required.
• 1+ years’ experience managing an IT Helpdesk environment.
• IT certifications such as A+, Network+, Security+, or equivalent are highly preferred.
• Proven ability to work independently and effectively manage priorities.
• Highly experienced with documenting Standard Operating Procedures (SOPs).
• Ability to travel occasionally (5%).
• Excellent professional oral and written communication skills.
• Exceptional at explaining complex technical and security concepts to both technical and non‑technical audiences.
• Capable of standing/walking up to 50% of the day and lifting up to 50 pounds. Comfortable managing multiple tasks and meeting tight deadlines in a fast‑paced environment.

• The employee is frequently required to sit, stand, walk, hear, see and talk.
• Specific vision abilities required by this job include close vision requirements due to computer work.
• Light to moderate lifting may be required.
• All employees may be required to visit a customer site and/or complete a ride along with a field technician as part of their employment.
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

$80-100K annually.

• Mid‑Senior level

• Full‑time

• Information Technology

• Construction