Lead, mentor, and develop Helpdesk Team Leads and support staff
Oversee day-to-day IT support operations, including ticket queues, escalations, and service requests
Ensure SLA compliance and actively monitor service performance metrics
Analyze ticket trends and implement proactive solutions
Drive automation, standardization, and self-service initiatives
Ensure adherence to company policies, IT security standards, and regulatory requirements

Requirements

High School Diploma or GED required
Bachelor’s degree in Computer Science, Information Technology, or related field preferred
5+ years of IT support experience, including at least 2 years in a leadership role
Proven experience managing Helpdesk teams in a multi-site or enterprise environment
Demonstrated expertise in: Exchange Online administration, Microsoft Teams management, SharePoint permissions and governance, Azure AD / Entra ID user management, Microsoft 365 licensing structures
Demonstrated success improving SLAs and service performance metrics
Strong knowledge of IT security best practices, policies, and procedures
Ability to travel up to 10% nationwide

Benefits

Medical, Dental & Vision Insurance
401(k) with Company Match
Paid Time Off & Paid Holidays
Paid Wellness Time
Growth opportunities within a rapidly expanding national organization
Collaborative leadership team that values innovation and operational excellence

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

IT supportHelpdesk managementExchange Online administrationMicrosoft Teams managementSharePoint permissionsAzure AD user managementMicrosoft 365 licensingSLA improvementservice performance metricsIT security best practices

Soft Skills

leadershipmentoringteam developmentproblem-solvingcommunicationanalytical skillsorganizational skillsproactive solutions implementationcustomer servicecollaboration

Certifications

High School DiplomaGEDBachelor’s degree in Computer ScienceBachelor’s degree in Information Technology