Help Desk Lead

Helpdesk Lead (Contract to Hire)Location: Hybrid, GardenaContract to Hire, 5 days a weekPay Rate: $45-60/hourWe are looking for an experienced Helpdesk Lead to manage IT support operations for a 500-user company across multiple time zones. This hybrid role involves overseeing the helpdesk team, prioritizing tasks, and ensuring smooth communication and support, including for executives. The position starts as a contract with the potential for permanent hire.Responsibilities:Team Leadership: Lead the helpdesk team, ensuring prompt and professional support. Handle escalations and provide resolution for complex issues.Ticket Management: Oversee ticket flow and assignment, ensuring efficiency and proper escalation for critical issues.User Support: Provide top-tier support to all users, including executives. Communicate technical details in an easy-to-understand manner and create user guides and training materials.Process Improvement: Analyze trends, create reports on performance, and recommend process improvements to increase efficiency and user satisfaction.Collaboration: Work with engineering and IT teams to resolve escalated issues and enhance system reliability. Serve as the liaison between the helpdesk team and business leaders.Preferred Certifications:ITIL Foundation CertificationCompTIA A+, Network+, or similar certificationsMicrosoft Certified: Modern Desktop Administrator Associate

Created: 2025-01-15