Lead Help Desk Technician

Job description

What This Role Is All About This is a hands-on, in-office, leadership role. You’ll lead the day-to-day operation of the IT Service Desk while also providing Level 1 & 2 support. You’re the person who ensures tickets move, standards are upheld, and the team is set up to succeed. Just as importantly, you’ll help build a high-performing help desk team coaching others, improving processes, and raising the bar for service across the company. What You’ll Be Doing: - Acting as the lead point of contact for IT support across the business - Coordinating daily help desk operations (triage, prioritization, assignment, follow-up) - Providing hands-on Level 1 & 2 support across hardware, software, and user issues - Coaching and supporting help desk team members to build capability and confidence - Driving service quality, accountability, and responsiveness - Identifying gaps and improving processes, documentation, and efficiency - Supporting onboarding/offboarding and end-user setup - Performing hands-on fixes when remote support isn’t enough - Escalating complex (Level 3) issues to Systems Administrators - Ensuring consistent, professional communication with all users What You Bring: - 3+ year...