We are currently seeking a skilled Lead Help Desk Technician to join our client’s IT support team.
As a third-party agency, we’re partnering with a well-established organization looking to bolster their technical support with a strong leader. The ideal candidate will have experience leading help desk teams, managing escalated support issues, and providing technical assistance to end-users in a fast-paced environment.

Responsibilities:

Lead and mentor a team of help desk technicians, providing guidance and support in resolving technical issues. Oversee day-to-day operations of the help desk, ensuring high-quality, timely support for internal and external users. Troubleshoot and resolve complex technical issues, including hardware, software, network, and application problems. Assist in the development of help desk documentation and procedures to improve efficiency and customer satisfaction. Collaborate with other IT teams (network, infrastructure, etc.) to escalate and resolve complex issues. Provide direct support to end-users for desktop applications, Windows operating systems, and various technical platforms. Monitor and prioritize tickets in the help desk system, ensuring SLAs are met. Conduct training sessions and knowledge-sharing activities for the team to enhance skills and knowledge. Participate in IT projects and support ongoing efforts for system upgrades, migrations, and troubleshooting.

Qualifications:

Proven experience as a Lead Help Desk Technician, IT Support Specialist, or similar role with leadership responsibilities. In-depth knowledge of Windows OS (Windows 10/11), Active Directory, and common desktop applications. Strong problem-solving skills with the ability to resolve complex technical issues. Excellent communication skills with the ability to interact effectively with both technical and non-technical users. Experience with ticketing systems and IT support best practices. Ability to mentor and motivate a team while handling a high volume of support requests. Familiarity with remote support tools and procedures. IT certifications (CompTIA A+, ITIL, etc.) are a plus but not required.