Help Desk Lead - North / In-house / ITIL - #1094946

Responsibilities:

• Administer and maintain the helpdesk ticketing system, ensuring efficient issue tracking, resolution, and communication with end-users.

• Provide guidance on troubleshooting issues related to End User Computing (EUC), including PC hardware, virtualization technologies, Microsoft Office applications, security tools, and overall application performance.

• Drive a proactive approach to incident prevention and service restoration.

• Ensure adherence to service level agreements (SLAs), including timely response, issue resolution, and user communication. Escalate high-impact issues as needed.

• Collaborate with IT Infrastructure teams on project planning and execution.

• Oversee IT components of employee onboarding and offboarding processes. Maintain accurate IT asset inventory and ensure compliance with company policies.

• Develop and maintain internal IT documentation, workflow diagrams, and user-facing knowledge base content.

• Promote and support the implementation of ITIL practices across helpdesk operations to improve consistency and performance.

• Participate in the evaluation, rollout, and support of enterprise tools such as Microsoft 365, RMM solutions, and endpoint security platforms.

• Mentor, coach, and support the professional growth of helpdesk team members.

Requirements:

• Minimum of 7 years’ experience in IT helpdesk management or supervisory roles.

• Proven leadership and team management skills with a strong emphasis on communication and attention to detail.

• Technical proficiency in Microsoft environments, SMAX or similar helpdesk platforms, RMM tools, and security solutions like CrowdStrike and Mimecast.

• Experience with ITIL frameworks is strongly preferred.

• Excellent written and verbal communication skills with the ability to convey technical concepts to non-technical users.

• Professional demeanor with the ability to work effectively across departments, vendors, and external partners.

• Strong organizational skills, self-motivation, and the ability to learn quickly in a dynamic environment.

• Commitment to high-quality service delivery and continuous improvement.

HOW TO APPLY:

Interested applicants, please click on “Apply Now” and provide the below details in your resume.

We regret only shortlisted candidates will be notified.

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