IT Helpdesk Team Lead

Title : IT Helpdesk Team Lead
Duration : 12 months

Location : Franklin, TN

Description

The IT Helpdesk / NOC function at the client plays a critical role in ensuring reliable, efficient, and secure day-to-day IT operations. This team supports end users and business operations by providing timely technical assistance, maintaining service quality, and resolving incidents across systems and infrastructure.
In this role, you will help oversee help desk operations, act as an escalation point for complex issues, and collaborate with cross-functional teams to support IT initiatives and continuous service improvement.

Job Responsibilities

• Help supervise help desk agents, workflows, and daily operational activities to ensure consistent service delivery.
  Act as an escalation point for IT Help Desk and NOC-related issues, following up and driving resolution for major incidents.
  Monitor ticket queues, email traffic, and escalations in ServiceNow while ensuring SLA compliance.
  Coordinate with internal teams and other departments to resolve technical issues and support IT projects.
  Ensure proper documentation, communication, and follow-through on incidents and service requests.
  Support continuous improvement of help desk processes, workflows, and operational standards.

Required Skills & Experience

• Hands-on experience supporting Windows 11 environments and Microsoft Office 365.
  Working knowledge of Active Directory (user management, group policies, basic troubleshooting).
  Experience using ServiceNow or similar ITSM tools for ticket management and escalation handling.
  Basic understanding of networking concepts and IT infrastructure (LAN/WAN, connectivity, hardware).
  Strong troubleshooting, communication, and coordination skills.

Preferred Skills & Experience

• Prior experience in a Helpdesk Lead, NOC, or IT Support escalation role.
  Experience monitoring SLAs, ticket metrics, and service performance.
  Familiarity with ITIL processes and best practices.
  Ability to work effectively in a fast-paced, operational support environment.

Why You ll Love This Role

• Be a key contributor to stable and efficient IT operations.
  Gain exposure to infrastructure, networking, and enterprise support environments.
  Collaborate with cross-functional teams on impactful IT initiatives.
  Build leadership and escalation-handling experience within IT service management.

AgreeYa is a global systems integrator delivering competitive advantage for its customers through software, solutions, and services. Established in 1999, AgreeYa is headquartered in Folsom, California, with a global footprint and a team of more than 2,200 staff across offices. AgreeYa works with 500+ organizations ranging from Fortune 100 firms to small and large businesses across industries such as Telecom, Banking, Financial Services & Insurance, Healthcare, Utility & Energy, Technology, Public sector, Pharma & Biotech, and others.

AgreeYa is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, gender identity, sexual orientation, national origin, disability, veteran status or other protected characteristics.