Overview
On Site
$80000
Full Time
Job Details
Job Summary:
The Help Desk Ticket Lead oversees the day-to-day operations of the IT help desk ticketing system and provides technical support, guidance, and coordination to the IT support team. This role is responsible for ensuring timely and efficient resolution of user requests and incidents, assisting with hands-on troubleshooting (from Tier 1 to Tier 2 complexity), and escalating issues when necessary. The Help Desk Ticket Lead also monitors ticket flow, enforces service standards, assists with training, and collaborates closely with engineers, system administrators, and IT management to optimize support operations and end-user satisfaction. This position directly manages two helpdesk staff members with the opportunity to hire additional staff later in the fiscal year.
This is a full-time, exempt, on site position.
Responsibilities (include but not limited to):
The Help Desk Ticket Lead oversees the day-to-day operations of the IT help desk ticketing system and provides technical support, guidance, and coordination to the IT support team. This role is responsible for ensuring timely and efficient resolution of user requests and incidents, assisting with hands-on troubleshooting (from Tier 1 to Tier 2 complexity), and escalating issues when necessary. The Help Desk Ticket Lead also monitors ticket flow, enforces service standards, assists with training, and collaborates closely with engineers, system administrators, and IT management to optimize support operations and end-user satisfaction. This position directly manages two helpdesk staff members with the opportunity to hire additional staff later in the fiscal year.
This is a full-time, exempt, on site position.
Responsibilities (include but not limited to):
- Monitor and prioritize incoming help desk tickets to ensure timely response and resolution.
- Assign and coordinate tickets among IT support staff based on complexity and availability.
- Manage two direct reports; effectively manage their time, resources, and professional development; potentially hire a third support staff member to the IT support team.
- Provide hands-on troubleshooting and resolution for routine and moderately complex hardware, software, printer, peripheral, and network connectivity issues.
- Support desktop, laptop, Chromebook, mobile device, and business application environments (Windows, Mac, Chromebooks, Microsoft Office/O365, Google Workspace, and approved apps).
- Oversee password resets, account unlocks, setups, and administration for user accounts (Active Directory, O365, Google Workspace, etc.).
- Ensure that all tickets are logged, tracked, documented, and closed appropriately in the help desk system.
- Identify trends in recurring issues and assist with root cause analysis; recommend process or technical improvements.
- Collaborate with engineers, system administrators, or IT Managers to resolve complex or specialized technical problems.
- Provide training, guidance, and mentoring to IT support staff; participate in onboarding new team members.
- Assist with IT onboarding/off boarding processes, equipment deployment, and inventory management.
- Develop and maintain documentation, user guides, troubleshooting steps, and knowledge base articles.
- Ensure adherence to IT security policies, procedures, and service level agreements (SLAs).
- Foster excellent customer service and professionalism in all help desk interactions.
- Provide regular reports on ticket metrics, issue trends, and team performance to IT management.
- All other tasks as assigned by the supervisor.
- Associate’s degree in IT, Computer Science, or related field; or equivalent experience.
- CompTIA A+ and Network+ certifications, or equivalent experience.
- ITIL certification or equivalent experience
- 5+ years of experience in help desk, service desk, or IT support roles, including experience with ticket management and Tier 1/Tier 2 troubleshooting.
- Strong working knowledge of Windows and Mac operating systems, Chromebooks, iPads, and desktop hardware.
- Proficiency with Microsoft Office/O365, Google Workspace, and business applications.
- Experience with Active Directory, Exchange/O365 administration, Google Workspace administration, remote support tools, and endpoint management systems.
- Basic understanding of networking concepts (TCP/IP, DHCP, DNS).
- Demonstrated leadership, organizational, and team management skills.
- Excellent communication, analytical, and problem-solving abilities.
- Strong time-management and prioritization skills.
- Commitment to ongoing learning and professional development.
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