IT Services (Helpdesk) Lead -Plymouth Office

Key Responsibilities

• Communicate project/incident status, impact, and resolution progress to stakeholders
• Escalate issues appropriately and ensure accountability
• Lead on-site execution of IT projects and rollouts
• Cook up system and process documentation
• Identify recurring issues and improvement opportunities

Service Delivery & Technical Support

• Oversee ticketing system operations, ensuring tickets are properly triaged, prioritized, resolved, and closed in alignment with service level expectations (SLAs)
• Assist with day-to-day support requests and act as backup support for T1 Help Desk
• Troubleshoot across applications, endpoints, and network to determine root cause
• Provide hands-on support for high-impact or complex issues
• Own issues end-to-end and coordinate resolution across teams
• Support and guide help desk staff
• Act as primary on-site escalation point for application-related issues
• Bridge communication between end users and enterprise IT teams

Application Administration & Integration Support

• Administer and operate key desktop and enterprise applications (e.g., RingCentral, Accuroute, DMS)
• Ensure applications function effectively within desktop and VDI environments
• Troubleshoot application issues and determine root cause
• Work closely with Systems Analyst and DevOps to support business workflows
• Aid in testing and rollout of application updates and integrations
• Serve as on-site resource for application-related issues

System Administration & Maintenance

• Provide on-site support for network and data center equipment
• Act as remote hands for MSP and engineering teams
• Manage printers, scanners, cameras, and on-site technology
• Coordinate device deployments and lifecycle management
• Support endpoint and VDI configuration for application performance

Security, Compliance & Audit

• Support internal audits and compliance activities
• Assist with security incident response in coordination with SOC and MSP
• Act as on-site point of contact for security-related actions
• Help enforce endpoint security practices and policies
• Identify and escalate potential risks or control gaps