Head of Help Desk

We are looking for a Head of Help Desk to join our team at Integrity Software, working on-site at a leading healthcare organization.

This is a hands-on leadership role combining team management, technical support, and responsibility for IT operations, infrastructure, and projects.

Key Responsibilities:

• Lead and manage the Help Desk team and service operations

• Prioritize and resolve service tickets end-to-end

• Provide technical support for hardware, operating systems, networking, and telephony

• Manage user accounts (creation, permissions, offboarding) in coordination with HR

• Provide on-site support across organizational sites and maintain status reporting

• Manage endpoint devices: workstation installations, upgrades, and equipment replacement

• Oversee enterprise systems including Citrix, printers, CCTV, time attendance systems, Microsoft Office, and Zoom/Teams

• Support and maintain additional IT infrastructure components (wireless systems, telephony systems, etc.)

• Act as a second-level focal point for selected IT domains (infrastructure, security, telephony)

• Participate in IT projects: pilots, evaluations, documentation, implementation support, and vendor coordination

Requirements:

• At least 2 years of experience as a Help Desk Team Lead in a similar environment

• Strong experience in Microsoft environments

• Familiarity with Citrix

• Experience with Zoom / Microsoft Teams

Personal Skills:

• Strong service orientation

• Patience and professionalism

• Independent and fast learner

• Leadership abilities with hands-on technical approach