Help Desk IT Team Lead

About the role

We’re looking for a proactive IT Team Lead to oversee the day-to-day operations of our internal IT helpdesk. You’ll manage a small team of IT Support Specialists, handle escalations, and partner with business stakeholders to improve employee experience and ensure timely, effective support across the organization.

Job Responsibilities

• Manage and mentor a team of Tier 1 and Tier 2 support specialists
• Monitor ticket queues and ensure SLA adherence and issue resolution
• Support and maintain cloud infrastructure environments (Azure, AWS, etc.)
• Handle escalations and provide hands-on technical support when needed
• Maintain and improve internal documentation and the IT knowledge base
• Develop and optimize helpdesk workflows, ticket routing rules, and automation
• Identify trends in support issues and work with Tech Ops leadership on long-term solutions
• Collaborate with P&O on onboarding/offboarding processes
• Support endpoint management, asset lifecycle, and inventory accuracy

Job Requirements

• 5+ years of IT support experience, with at least 1–2 years in a lead or supervisory role
• Strong experience with modern ticketing systems (e.g., Jira Service Management, Zendesk, FreshDesk)
• Solid understanding of endpoint management (macOS, Windows, MDMs like Kandji or Intune)
• Comfortable with Microsoft o365 and SaaS administration
• Experience creating and managing internal IT documentation
• Excellent communication and problem-solving skills
• Familiarity with basic scripting or automation (bonus)
• Prior experience in a fast-paced startup or growth-stage company (nice to have)

Benefits Package

• Competitive Salary
• Corporate Annual Profit Sharing
• 401K Plan
• Dental Coverage
• Medical Coverage
• Prescription Drug Plan
• Vision Coverage
• Health Savings Account (HSA)
• TELADOC
• Paid Time Off (PTO)
• 10 Company Holidays
• Bereavement Leave
• Life Insurance
• Flexible Spending Accounts (FSA)
• Short-Term Disability (STD)
• Long Term Disability (LTD)
• Parental Medical Leave
• Child Bonding Leave
• Employee Discount

Pay

$95,000 - $115,000 USD