Help Desk Lead

Job Summary

Leading help desk operations in a full-time capacity, the Help Desk Lead will manage day-to-day support for enterprise users and mission systems, ensuring high-quality technical assistance in both cloud-based and on-premises environments.

Key responsibilities

• Lead and manage day-to-day help desk operations while supervising and mentoring personnel
• Oversee ticket queues, escalations, and incident resolution using enterprise ticketing platforms
• Implement IT support workflows and monitor Service Level Agreement (SLA) performance and help desk metrics

Required qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field, or five years of equivalent professional experience
• Experience managing a help desk or service desk team in an enterprise environment
• Experience with ticketing platforms such as ServiceNow, JIRA, or similar tools
• Experience supporting remote desktop management and IT asset tracking
• Strong troubleshooting and incident management skills