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The IT Helpdesk Lead is responsible for managing and leading the daily operations of an IT helpdesk team. They provide guidance, technical expertise, and effective problem-solving to ensure the timely resolution of technical issues and delivery of quality customer support. Responsibilities include monitoring and managing the helpdesk ticketing system, managing user accounts and permissions, documenting troubleshooting activities, providing technical support to clients, staying updated on IT technologies, implementing IT policies and procedures, fostering a positive work environment, and installing and configuring new software and hardware. Candidates require a Bachelor’s degree in IT or CS, relevant certifications, five years of experience, and two years in a lead role. Excellent verbal and written communication skills are essential.
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