Helpdesk Team Lead

FIT Technologies

Helpdesk Team Lead at FIT Technologies providing technical direction and mentoring to support team. Ensuring team maintains IT support standards and high customer satisfaction.

Posted 7/18/2026full-timeCleveland • Ohio • 🇺🇸 United StatesSenior💰 $55,000 - $65,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing Helpdesk teams, ensuring high customer service standards, and effectively troubleshooting technical issues. Proficient in documentation, process improvement, and maintaining confidentiality while adapting to evolving priorities.

Highest-signal resume keywords

Helpdesk ManagementCustomer Service OrientationTechnical TroubleshootingMicrosoft 365 ProficiencyA+ Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportProblem SolvingDocumentationNetworking ProtocolsPC Troubleshooting

Soft Skills

Organizational SkillsTime ManagementCommunication SkillsTeam LeadershipAdaptability

Tools & Technologies

Remote Support SoftwareMicrosoft Office ApplicationsAntivirus SoftwareAsset Tracking SystemsTicketing Systems

Certifications & Qualifications

A+ CertificationNetwork+ CertificationMTA CertificationMCSA Certification

Industry Keywords

Customer SupportSLA ManagementTechnical DocumentationEscalation ManagementActive Directory

Tech Stack

Tools & technologies

TCP/IP

About the role

Key responsibilities & impact

Lead the Helpdesk team and evaluate performance.
Manage escalation of priority issues.
Establish best practices through the entire technical support process.
Create and update documentation.
Participate in internal leadership meetings and initiatives.
Set and meet specific customer service standards.
Contribute to improving customer support by actively responding to queries and handling escalated issues.
Follow up with clients to identify areas of improvement.
Provide customer feedback with the appropriate internal teams.
Lead meetings with FIT teams to uphold SLAs, review client reports, and ensure accuracy for metrics.
Lead regular 1:1 meeting with team members.

Requirements

What you’ll need

A professional, confident, reliable, trustworthy, and positive demeanor.
Ability to troubleshoot, diagnose and solve problems as well as document all steps taken for resolution.
Hands-on experience with Helpdesk and remote support software.
Ability to relay technical information and instruction (in writing and verbally) to clients who possess varying ranges of technical knowledge and background.
Organizational and time management skills with strong orientation to detail and ability to follow through on tasks
Customer service oriented with a problem-solving attitude.
Basic understanding of varying versions of Microsoft Windows, Active Directory, Microsoft 365, and Group Policy
Knowledge of Microsoft Office applications, Microsoft developer tools, Antivirus, remote connection technologies and PC troubleshooting skills regarding hardware and software.
Comprehension of networking protocols and concepts such as TCP/IP addressing, and VLANS.
Ability to maintain confidentiality of information being accessed, processed, or stored.
A+, Network+, MTA, MCSA certifications are desirable.
Demonstrated ability to work and adapt in an evolving-priority environment.
Follow processes and protocols.
Meet deadlines and manage multiple tasks simultaneously.
Learn software tools/applications (e.g., asset tracking and ticketing system).
Manage a team.

Benefits

Comp & perks

Health, dental, vision, and voluntary life insurance
Company-paid life insurance and long-term disability
Paid time off and 9 paid holidays
Paid military leave
Paid parental leave
Employee Stock Ownership Plan (ESOP)
401(k) with company match
Dependent Care FSA