Help Desk Team Lead

Help Desk Team Lead

Requirements

• Microsoft Technologies
• SLAs
• VTC
• 5 + years of related experience
• US Citizenship Required
• Strong knowledge and hands-on experience with Microsoft 365 (including Exchange Online, OneDrive, SharePoint)
• Strong knowledge and hands-on experience with IT hardware and software such as printers, uninterrupted power supply (UPS), COTS and GOTS applications, and data transfer requests
• Working knowledge of Microsoft Azure, particularly Azure AD and basic cloud infrastructure concepts
• Working knowledge of VTC systems such as Microsoft Teams, WebEx, and Skype
• Excellent interpersonal and communication skills with a proven ability to lead a customer-service-oriented team
• Familiarity with ticketing systems such as ServiceNow
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment

Responsibilities

• Lead, coach, and mentor Tier 1 and Tier 2 teams, fostering a culture of service excellence and continuous improvement
• Serve as the escalation point for complex or high-impact support issues
• Monitor ticket queues, ensuring SLA adherence and prioritization of critical issues
• Ensure accurate documentation of incidents, solutions, and procedures
• Provide hands-on support for Microsoft 365 (Exchange Online, SharePoint, Teams, Intune) and Azure AD issues
• Collaborate with other IT teams to resolve recurring problems and implement long-term solutions
• Develop and deliver training and guidance to team members on new tools, technologies, and processes
• Generate performance metrics and reports for leadership review
• Development and refinement of standard operating procedures and knowledge base articles

Preferred Qualifications

• ITIL certification or knowledge of ITIL best practices is a plus
• Microsoft certifications (e.g., MS-900, AZ-900, MD-102) are a strong advantage