Help Desk Team Lead

Help Desk Team Lead

We are seeking a customer-focused and technically skilled Help Desk Team Lead to provide first-level support for end users experiencing technical issues. This role is critical in ensuring smooth day-to-day operations by resolving basic IT problems, escalating complex issues, and maintaining high levels of customer satisfaction. Required education: High School Diploma/GED. Preferred education: Associate's Degree/College Diploma. Required technical and professional expertise: 2+ years of experience in customer service or help desk role. Basic understanding of Windows OS, Microsoft Office Suite, and common enterprise applications. Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, Jira). Strong communication and problem-solving skills, with attention to detail. Ability to work independently and as part of a team, with leadership experience. Must be eligible to obtain Public Trust clearance upon hire. Preferred technical and professional experience: Experience in a federal or government consulting environment. Knowledge of Active Directory, VPNs, and remote desktop tools. CompTIA A+, ITIL Foundation, or similar certifications. Ability to work onsite. Associate degree or technical certification preferred. Salary Range: $47,250 - $87,750