Help Desk Team Lead

We are looking for a Help Desk Team lead with strong leadership skills and an administrative mindset to join our IT team.

If you're passionate about technology, enjoy solving complex technical issues, and love leading people while improving processes - we'd love to meet you!

What You'll Do?

• Lead and provide professional guidance to the Help Desk team.

• Plan, prioritize, and monitor the team's daily tasks and workload.

• Take a hands-on role in troubleshooting complex hardware, software, network, and end-user issues.

• Initiate, improve, and implement IT support processes to enhance service quality and operational efficiency.

• Work closely with internal business units to provide tailored technical support.

• Mentor, coach, and develop Help Desk team members.

• Monitor, measure, and ensure compliance with SLA (Service Level Agreement) targets and support KPIs.

What We're Looking For?

• At least 3 years of experience in Help Desk / IT Support roles, including 1+ year as a Team Lead or Technical Lead.

• Strong knowledge of Windows 10/11 and Microsoft 365 / Office 365.

• Hands-on experience with Microsoft Active Directory user and group management.

• Experience supporting desktops, laptops, peripherals, printers, and end-user hardware.

• Experience working with remote support tools such as RDP, VNC, VPN, TeamViewer, or similar.

• Basic knowledge of networking and security concepts including TCP/IP, DNS, DHCP, SSL, and GPO.

• Experience working with ticketing systems, managing priorities, and meeting SLA commitments.

• Strong hands-on troubleshooting and problem-solving skills.

• Excellent customer service, communication, and leadership abilities.

• Ability to work in a fast-paced, dynamic environment while managing multiple priorities.

Advantage:

• Experience with Microsoft Intune, Entra ID (Azure AD), or endpoint management solutions.