HelpDesk Lead

- Lead and manage the Help Desk team and day-to-day IT support operations.
- Provide Level 2/3 technical support for end-user hardware, software, and access issues.
- Strong hands-on experience with Microsoft Office 365/Microsoft 365 is required.
- Troubleshoot Outlook, Teams, SharePoint, OneDrive, and Exchange Online issues.
- Manage users, licenses, permissions, and access through Microsoft 365 Admin Center and Entra ID.
- Support Windows 10/11 desktops, applications, and endpoint-related issues.
- Monitor ticket queues and ensure incidents and requests are resolved within SLA.
- Handle escalations and coordinate with infrastructure, security, and application teams.
- Mentor and provide technical guidance to Help Desk team members.
- Track Help Desk performance, ticket volumes, SLA compliance, and service metrics.
- Create and maintain troubleshooting guides, knowledge articles, and SOPs.
- Identify recurring issues and drive continuous improvement in support processes.
- Experience with ServiceNow, Jira, or other ITSM/ticketing tools.
- Strong communication, customer service, troubleshooting, and leadership skills.
- 5+ years of IT Help Desk/Service Desk experience with 2+ years in a lead role preferred.