Help Desk Team Lead

IT TechPros, Inc. • Escondido, CA

7d

About The Position

The Help Desk Team Lead will oversee daily help desk operations, manage technicians, and ensure support requests are handled efficiently and professionally. This person will act as a bridge between technicians, leadership, and clients to maintain service quality and operational efficiency.
You will be responsible for improving workflows, maintaining SLA performance, mentoring staff, and helping elevate the overall client support experience.

Requirements

• 5+ years of IT support experience
• 2+ years in a leadership or supervisory role
• Experience working for an MSP is strongly preferred
• Strong troubleshooting skills across Windows environments, networking, and cloud platforms
• Experience with ticketing systems and IT service management tools
• Excellent communication and leadership skills
• Ability to manage multiple priorities in a fast-paced environment

Nice To Haves

• Microsoft 365 and Azure administration
• Windows Server environments
• Networking (firewalls, switches, VLANs, VPNs)
• Endpoint management and security tools
• Backup and disaster recovery solutions
• PSA/RMM platforms commonly used by MSPs

Responsibilities

• Supervise and mentor help desk technicians
• Deliver technical guidance and support
• Provide ongoing guidance and feedback to help desk staff
• Foster a culture of accountability, responsiveness, and client service
• Oversee daily help desk operations and ticket queues
• Resolve complex technical issues and escalated tickets alongside the help desk team
• Ensure support tickets are prioritized and resolved within SLAs
• Monitor technician workload and resource allocation
• Escalate complex issues when necessary
• Maintain high levels of client satisfaction and responsiveness
• Monitor ticket metrics, response times, and resolution times
• Identify opportunities to improve processes and service efficiency
• Ensure proper communication with clients during incidents or outages
• Support network, server, endpoint, and cloud troubleshooting
• Ensure proper documentation of systems, configurations, and procedures
• Maintain a strong understanding of client environments and infrastructure
• Implement best practices for ticket handling and issue resolution

Benefits

• Health and dental coverage
• Generous vacation time that increases with tenure, allowing you to disconnect and recharge
• Company laptop and phone stipend to stay equipped and connected
• Ongoing training and certification support to continue building your skills
• Real-world experience with a well-established MSP and opportunities for career advancement
• Team lunches and seasonal events at some of San Diego's best spots

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed