JMA Wireless

IT Help Desk Team Lead

JMA Wireless

full-time

Posted on:

Origin:  • 🇺🇸 United States • New York

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Salary

💰 $70,000 - $80,000 per year

Job Level

Senior

Tech Stack

ITSM

About the role

  • The IT Help Desk Team Lead will be responsible for overseeing daily IT support operations while providing hands-on technical support to end users. This player-coach role focuses on coordinating ticket workflows, managing support escalations, and ensuring the smooth delivery of IT services across multiple locations. The individual will lead by example, actively resolving technical issues, mentoring Help Desk technicians, and maintaining high service standards.
  • The individual in this position will collaborate daily with global colleagues to manage workloads, address technical challenges, and contribute to IT operational efficiency.
  • The Help Desk Team Lead will interface with Systems, Network, and Security teams to facilitate escalations and ensure seamless resolution of complex technical issues. Additionally, this role will work closely with IT leadership to refine support processes, maintain documentation, and participate in cross-functional initiatives aimed at enhancing IT service delivery.
  • This position requires strong leadership qualities, a hands-on approach to technical support, and excellent communication skills to effectively coordinate with both end-users and technical teams. Travel between offices may be required for team coordination and support needs across sites.

Requirements

  • 7+ years of experience in IT Support, with at least 3 years in a senior technician or team lead capacity.
  • Strong troubleshooting skills across hardware, software, network, and IT services.
  • Experience supporting both Windows and Mac OS environments.
  • Experience with ticketing systems and ITSM workflows.
  • Excellent communication and interpersonal skills
  • Ability to manage multiple priorities in a fast-paced environment.
  • Proven leadership qualities with a hands-on approach.
  • Familiarity with compliance-driven environments (CMMC, SOC2, ISO 27001) is a plus.