Job description

Help Desk Lead Location: Miami, FL, 33101 CLEARANCE: TS/SCI Job Description We are seeking a highly motivated and experienced Help Desk Lead to join our IT team in Miami, FL. The ideal candidate will be responsible for overseeing the daily operations of the help desk, ensuring timely and effective resolution of technical issues, and providing leadership and guidance to the help desk team. Key Responsibilities • Lead and manage the help desk team to deliver exceptional technical support to end-users. • Coordinate and prioritize help desk tickets to ensure timely resolution. • Provide advanced troubleshooting and technical support for hardware, software, and network issues. • Develop and maintain help desk documentation, procedures, and knowledge base articles. • Train and mentor help desk staff to improve technical skills and customer service. • Collaborate with other IT teams to escalate and resolve complex issues. • Monitor help desk performance metrics and generate reports for management. • Assist in the implementation of new IT systems and upgrades. Qualifications • Proven experience in a help desk or technical support role, with at least 2 years in a leadership position. • Strong knowledge of Windows and Mac operating systems, networking, and common business applications. • Excellent problem-solving and communication skills. • Ability to manage multiple priorities and lead a team in a fast-paced environment. • Experience with help desk ticketing systems and remote support tools. • Relevant certifications such as CompTIA A+, ITIL, or Microsoft certifications are a plus. • Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred. How to Apply If you are passionate about technology and leadership, and want to make a difference in a dynamic IT environment, please submit your resume and cover letter for consideration. ```

Requirements

Must-haves

Help Desk Lead
Location: Miami, FL, 33101
Lead and manage the help desk team to deliver exceptional technical support to end-users.
Coordinate and prioritize help desk tickets to ensure timely resolution.
Provide advanced troubleshooting and technical support for hardware, software, and network issues.
Develop and maintain help desk documentation, procedures, and knowledge base articles.
Train and mentor help desk staff to improve technical skills and customer service.
Collaborate with other IT teams to escalate and resolve complex issues.
Monitor help desk performance metrics and generate reports for management.
Assist in the implementation of new IT systems and upgrades.
Proven experience in a help desk or technical support role, with at least 2 years in a leadership position.
Strong knowledge of Windows and Mac operating systems, networking, and common business applications.
Excellent problem-solving and communication skills.
Ability to manage multiple priorities and lead a team in a fast-paced environment.
Experience with help desk ticketing systems and remote support tools.

Nice-to-haves

Relevant certifications such as CompTIA A+, ITIL, or Microsoft certifications are a plus.
Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred.

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: paycor
Effort: medium