IT Helpdesk Team Lead

The Staff Pad has partnered with an organization in Oklahoma City, Oklahoma to hire an IT Helpdesk Team Lead
. This full-time, non-exempt role is responsible for leading a high-performing helpdesk team while serving as an escalation point for complex technical issues.

The IT Helpdesk Team Lead is responsible for developing, mentoring, and managing a professional technical support team to ensure excellent service delivery and high client satisfaction. This role oversees daily ticket management, performance metrics, and operational processes while also providing advanced technical support for complex systems and network issues.

Team Leadership & Operations

• Lead, coach, and mentor helpdesk technicians and engineers
• Review and manage daily ticket queues and service priorities
• Monitor individual and team performance against service benchmarks
• Ensure excellent customer service through timely and professional issue resolution
• Maintain and update standard operating procedures (SOPs)
• Communicate team progress, needs, and performance to leadership
• Ensure compliance with safety, legal, and service standards

Technical & Engineering Support

• Serve as Tier III escalation support for complex server and network issues
• Oversee monitoring of servers, networks, and systems to ensure uptime
• Proactively maintain and optimize server and network environments
• Implement process improvements to enhance helpdesk efficiency
• Maintain current technical knowledge through training and continuing education
• Generate and analyze performance reports and service metrics
• Provide insights and recommendations to improve service delivery

• 5+ years of IT support experience
• Strong leadership skills with a team-first mindset
• Advanced troubleshooting knowledge of networking, servers, firewalls, switches, and backups
• Experience with multiple operating systems, virtual servers, and network infrastructure
• Strong communication, organization, and multitasking abilities
• Ability to prioritize competing service demands effectively

• CCNA
• VCP-DCV
• CompTIA Server+

High school diploma required

• Ability to sit or stand for extended periods and perform light to moderate lifting
• Regular use of computers, phones, and technical equipment
• Occasional travel to other office or customer sites during business hours
• Moderate office noise environment
• Regular and predictable attendance required

Employment is contingent upon passing a drug and alcohol screening in compliance with federal regulations.