Help Desk Lead

Help Desk Lead Division:
Information Technology

Location:

Springfield Salary: $80,000–$90,000

The Help Desk Lead provides operational leadership and technical oversight for the agency’s IT Help Desk function. This position ensures timely, high-quality customer support for end users, oversees daily service desk operations, and serves as an escalation point for complex technical issues. The Help Desk Lead coordinates staff workload, enforces service level agreements (SLAs), and supports continuous improvement of IT service delivery in alignment with agency policies, security standards, and business objectives.

Attendance is an essential function of this position.

• Lead and coordinate daily operations of the IT Help Desk, ensuring consistent and timely support services
• Supervise, mentor, and provide technical guidance to Help Desk staff
• Serve as an escalation point for complex or high‑impact technical issues
• Monitor ticket queues, response times, and resolution metrics to ensure SLA compliance
• Assign, prioritize, and balance workload among Help Desk staff
• Develop, document, and maintain standard operating procedures (SOPs) and knowledge base articles
• Ensure adherence to state IT policies, cybersecurity standards, and data protection requirements
• Coordinate with other IT teams (infrastructure, development, security) to resolve cross‑functional issues
• Support onboarding and offboarding processes, including user access, equipment provisioning, and account management
• Track recurring issues and recommend process improvements or system enhancements
• Assist in asset management, inventory tracking, and lifecycle management of IT equipment
• Participate in disaster recovery, business continuity, and after‑hours support planning as required
• Prepare reports and provide updates to IT leadership regarding service desk performance and trends
• Performs other duties as assigned or required which are reasonably related to the duties enumerated above

• Microsoft Operating systems
• Wireless networks
• Active Directory, Virtual Private Networks (VPNs) – a plus
• Ability to analyze problems and research solutions
• Ability to maintain satisfactory working relationships and communicate effectively with all levels of ISTO staff

Associate degree in Computer Science or related field; five (5) or more years of experience in using Microsoft Office products and five (5) years of supporting users in medium to large organizations; or any equivalent combination of experience and training that provides the required knowledge, skills, and abilities to carry out the duties of the position. CompTIA A+ required.

Please visit (Use the "Apply for this Job" box below). to apply by completing the online application and uploading a resume and letter of interest.

Equal Employment Opportunity Employer. Applicants must be lawfully authorized to work in the United States.

Applicants are considered for all positions without regard to race, color, religion, sex, national origin, sexual orientation, age, marital or veteran status, or the presence of a non‑job related medical condition or disability.