IT Help Desk Team Lead
JMA Wireless
ITSM
IT Services Manager
Air Methods
full-time
Posted on:
Origin: • 🇺🇸 United States • Colorado
Visit company websiteSalary
💰 $114,000 - $150,000 per year
Job Level
SeniorLead
Tech Stack
ITSM
About the role
- Provide day-to-day leadership of IT Support operations, including Service Desk and Desktop Support teams, ensuring efficient and high-quality support across the organization.
- Directly supervises IT Support staff, including hiring, coaching, performance reviews, and team development.
- Act as a working manager who leads by example and participates in hands-on support as needed.
- Oversee and prioritize multiple IT support and infrastructure projects, ensuring alignment with business needs and deadlines.
- Drive continuous improvement initiatives across IT support processes, tools, and service delivery (SLAs, KPIs, etc.) using metrics and feedback to drive refinement in process, documentation, and automation.
- Champion a customer-first culture, consistently advocating for end-user satisfaction and positive user experiences.
- Collaborate closely with other IT functional areas (Infrastructure, Applications, Security, and Governance) to deliver seamless technology experiences.
- Manage ITIL-based practices for incident, service request, and problem management.
- Maintain and evolve internal knowledge base, support documentation, and user self-service resources.
- Ensure service availability and adherence to compliance and regulatory mandates (e.g., HIPAA, CUI, FAA, PCI-DSS, etc.) as applicable.
- Coordinate and support IT asset lifecycle management, including procurement, deployment, maintenance, and disposal.
- Build, mentor, and develop a geographically dispersed support team with a strong focus on performance, service, and accountability.
- Regular attendance and on-call availability required; Ability to travel periodically to Air Methods sites or events.
Requirements
- Bachelor’s degree (BS/BA) from four-year college or university
- Seven to ten years’ progressive IT experience
- At least 3 years’ experience in leadership or supervisory roles overseeing service desk and desktop support teams
- Advanced troubleshooting and support skills related to Microsoft technologies including Windows OS, Office 365, Active Directory, and mobile device management
- Strong understanding and practical experience with ITSM best practices and frameworks (ITIL)
- Experience with enterprise ticketing systems and remote support platforms
- Incident and Escalation Management experience; calm under pressure during outages
- Exceptional interpersonal and communication skills – verbal, written, and presentation
- Strong executive presence to comfortably engage with VPs and C-Suite
- Ability to manage multiple priorities and projects in a fast-paced, deadline-driven environment
- Security minded approach aiding in the reporting of possible security incidents
- Demonstrated ability in developing and maintaining clear, user-focused documentation
- Proficient with Microsoft Office suite, including Visio
- ITIL Preferred
- Regular attendance and on-call availability required
- Ability to travel periodically to Air Methods sites or events
