Job description

- Lead and manage the Help Desk team and day-to-day IT support operations. - Provide Level 2/3 technical support for end-user hardware, software, and access issues. - Strong hands-on experience with Microsoft Office 365/Microsoft 365 is required. - Troubleshoot Outlook, Teams, SharePoint, OneDrive, and Exchange Online issues. - Manage users, licenses, permissions, and access through Microsoft 365 Admin Center and Entra ID. - Support Windows 10/11 desktops, applications, and endpoint-related issues. - Monitor ticket queues and ensure incidents and requests are resolved within SLA. - Handle escalations and coordinate with infrastructure, security, and application teams. - Mentor and provide technical guidance to Help Desk team members. - Track Help Desk performance, ticket volumes, SLA compliance, and service metrics. - Create and maintain troubleshooting guides, knowledge articles, and SOPs. - Identify recurring issues and drive continuous improvement in support processes. - Experience with ServiceNow, Jira, or other ITSM/ticketing tools. - Strong communication, customer service, troubleshooting, and leadership skills. - 5+ years of IT Help Desk/Service Desk experience with 2+ years in a lead role preferred.

Requirements

Must-haves

Lead and manage the Help Desk team and day-to-day IT support operations.
Provide Level 2/3 technical support for end-user hardware, software, and access issues.
Strong hands-on experience with Microsoft Office 365/Microsoft 365 is required.
Troubleshoot Outlook, Teams, SharePoint, OneDrive, and Exchange Online issues.
Manage users, licenses, permissions, and access through Microsoft 365 Admin Center and Entra ID.
Support Windows 10/11 desktops, applications, and endpoint-related issues.
Monitor ticket queues and ensure incidents and requests are resolved within SLA.
Handle escalations and coordinate with infrastructure, security, and application teams.
Mentor and provide technical guidance to Help Desk team members.
Track Help Desk performance, ticket volumes, SLA compliance, and service metrics.
Create and maintain troubleshooting guides, knowledge articles, and SOPs.
Identify recurring issues and drive continuous improvement in support processes.
Experience with ServiceNow, Jira, or other ITSM/ticketing tools.
Strong communication, customer service, troubleshooting, and leadership skills.

Nice-to-haves

5+ years of IT Help Desk/Service Desk experience with 2+ years in a lead role preferred.

Application prep

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

Keywords to mirror

jira

Platform: careers-browser
Effort: medium