IT Help Desk Team Lead

The IT Help Desk Team Lead serves as a working lead for the Help Desk team, balancing hands-on technical support with day-to-day team oversight, queue management, and escalation coordination. This role is responsible for ensuring timely, high-quality resolution of end-user issues while supporting team development, enforcing service standards, and driving consistency across IT support operations. The Team Lead works closely with the Director of IT Operations to maintain SLA adherence, contribute to process improvement, and help the organization operate efficiently and securely.

This is a full-time in-office position

Responsibilities and Duties

Team Lead & Operations

• Oversee daily Help Desk operations including ticket queue management, workload distribution, and shift coverage coordination.
• Serve as the primary escalation point for technicians on complex or high-priority issues, ensuring timely resolution and clear communication to affected users.
• Conduct regular team check-ins to review open tickets, share updates, and address blockers.
• Assist the Director of IT Operations with technician performance feedback, scheduling, and adherence to IT policies and procedures.
• Monitor SLA compliance and ticket quality, identifying trends and recommending corrective actions when needed.
• Develop, maintain, and enforce Help Desk SOPs, knowledge base articles, and internal documentation to ensure consistency across the team.
• Lead onboarding and training of new Help Desk technicians, including tool familiarization, process walkthroughs, and service expectation setting.
• Coordinate with IT leadership and other departments on IT projects, system rollouts, and operational initiatives that impact end users.

Technical Support

• Troubleshoot and resolve Tier 1 and Tier 2 incidents and service requests submitted via FreshService, email, phone, chat, or in person.
• Administer and support user accounts, groups, permissions, and access across Active Directory, Microsoft 365, and Okta.
• Manage and support BitLocker encryption policies and device compliance, including key recovery and enforcement across endpoints.
• Administer Local Administrator Password Solution (LAPS) to ensure secure, auditable local admin credentials across managed devices.
• Support desktops, laptops, mobile devices, printers, and standard peripherals; coordinate device deployment, imaging, and configuration using Meraki MDM and related tools.
• Provide support for Microsoft 365 productivity and collaboration tools including Outlook, Teams, OneDrive, SharePoint, and Zoom.
• Provide support for PDF and document tools including Foxit PDF Editor and Adobe Acrobat.
• Assist with user onboarding and offboarding, including hardware setup, account provisioning, and access coordination.
• Monitor system alerts and follow up proactively to minimize user impact and prevent recurring issues.
• Assist with scripting and automation tasks using PowerShell to improve support efficiency and reduce manual effort.
• Coach, teach, and mentor Help Desk staff.
• Support LHMSH culture by promoting “Friendly, Positive, and Focused on Excellence.”
• Protect the legal, financial, and moral well-being of Larry H. Miller Senior Health.
• All other duties as assigned.

•  Associate degree in Information Technology, Computer Science, or a related field preferred; equivalent hands-on experience may be considered.
• Three to five years of experience in help desk, desktop support, or IT support roles, with at least one year in a lead, senior, or mentoring capacity.
• Strong working knowledge of Windows 11, mobile platforms (iOS/Android), common hardware support, and end-user troubleshooting.
• Demonstrated experience with BitLocker encryption management and LAPS administration.
• Experience administering user accounts and access across Active Directory, Microsoft 365, and Okta.
• Experience with FreshService or similar IT service management platforms and documentation tools such as Loom.
• CompTIA A+, Network+, and Security+ certifications preferred, or equivalent industry-recognized certifications.
• Understanding of basic networking concepts including TCP/IP, DNS, DHCP, and VPN.
• Experience with Meraki MDM, Foxit PDF Editor, Adobe Acrobat, Zoom, or similar enterprise tools preferred.
• Working knowledge of PowerShell scripting for automation and endpoint management preferred.

Physical Requirements:

• Regularly required to walk, sit, stand, bend, reach, talk, hear, kneel, crouch,      stretch, twist, lift up to 40 pounds, and move about.
• Required vision includes close vision, distance, peripheral, and the ability to adjust focus.
• Prolonged periods of sitting at a desk and working on a computer.
• Ability to carefully consider all information and make impactful decisions on a regular basis.
• Maintain regular attendance and timeliness as set forth within the work schedule designated by the department supervisor/manager.
• Job requires accepting criticism and dealing calmly and effectively with high-stress situations.
• Ability to communicate effectively, both orally and in writing.

Perks

• Medical, Dental, and Vision 
• Flexible Spending and Health Savings Accounts
• Short and Long Term Disability 
• Life Insurance
• EAP
• PTO
• 401(k) Options with a portion of the employee's contributions matched by the Company
• Discounts on Home, Auto and Pet Insurance
• Discounts on Larry H. Miller Megaplex Theaters.