Lead Help Desk Technician/Onsite

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.