IT Helpdesk Lead

Summary

The IT Helpdesk Lead oversees day-to-day end-user support, resolves hardware and software issues, maintains core IT infrastructure, and leads a small team of support technicians. This role improves support processes, establishes best practices for ticket response and resolution, and partners across IT to deliver reliable, secure technology services.

Key Responsibilities

Primary

• Lead the helpdesk using ITIL-aligned practices; mentor and develop 2–3 support technicians.
• Oversee Level I to Level III support for hardware, software, networks, and peripherals.
• Manage the IT ticketing system with clear updates, documentation, and timely resolution.
• Contribute to IT projects including upgrades, migrations, and new technology rollouts.
• Stay current on tools and trends; provide scheduled after-hours support when needed.
• Own asset inventory and lifecycle management and create a scalable support plan.
• Oversee technical onboarding for new hires, including:
  • Accounts and groups in directory services
  • Email and collaboration access
  • Multi-factor authentication and mobile device management enrollment
  • Role-based permissions in on-prem and cloud environments
  • New-employee technology training
  • Device hardening for sensitive data in line with policies and regulations
• Perform other related duties as assigned.

Secondary

• Prepare, deploy, and inventory laptops, desktops, mobile devices, and kiosk tablets.
• Train end users on common applications and IT tools.
• Assist with servers, networks, storage, and related infrastructure.
• Contribute to IT policies, procedures, and user guides.
• Support directory services structure and group policy configuration.
• Administer collaboration platforms and basic cloud services.
• Contribute to simple cloud app configurations and integrations.
• Create and maintain system and process documentation.

Qualifications

• Experience leading or supervising helpdesk or desktop support teams.
• Strong communication, customer service, and problem-solving skills.
• Ability to prioritize, delegate, and work independently in a fast-paced environment.
• Proficiency troubleshooting Windows endpoints and common business applications.
• Experience with Microsoft 365, directory services, and group policy.
• Basic understanding of networking fundamentals.
• Awareness of cybersecurity best practices, including strong authentication.
• Experience imaging and deploying devices on a network.
• Ability to meet background screening and work authorization requirements.
• Familiarity with regulated environments or compliance frameworks is a plus.

Education and Certifications

• Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent experience.
• 10 or more years of relevant IT experience preferred.
• ITIL and Microsoft certifications are preferred. CompTIA A+, Network+, or similar are a plus.

Nice to Have

• Experience with SharePoint Online, Teams, and OneDrive administration.
• Familiarity with iOS device management and mobile platforms.
• Experience with wireless networking.
• Understanding of basic programming or scripting.
• Beyond-baseline cybersecurity knowledge.
• Experience with MDM platforms.

Physical Demands and Work Conditions

• Occasional work in shop, construction, or industrial areas with appropriate PPE.
• Ability to lift and move IT equipment as needed.
• Occasional travel to other office locations.
• Ability to work while sitting, standing, walking, and driving.