Tier 3 Helpdesk Team Lead

Tier 3 Helpdesk Team Lead

Hot Job

OK Oklahoma City Bricktown - Oklahoma City, OK 73104

Position Type Full Time Travel Percentage Negligible

IT Helpdesk Team Lead FLSA Classification: Non-Exempt

About Standley Systems Starting as a typewriter company in Chickasha, Oklahoma in 1934, Standley Systems has grown to serve businesses across North Texas and Oklahoma. We are committed to providing the technology tools and resources that empower organizations and their employees to succeed.

As Standley Systems has evolved, we have expanded our services to provide business technology solutions in two key areas:

• Print Technology Services
• Managed Services

Team Standley was founded on and continues to operate by a People First mindset. Technology may be what we do, but people are why we do it. We are committed to listening, understanding our clients' needs, and delivering solutions that provide an exceptional experience for everyone, everytime.

Work together. Win together. Our culture is built on teamwork, accountability, and a shared commitment to delivering outstanding results for our clients and each other.

Position Profile The Helpdesk Team Lead is responsible for developing, leading, and supporting a high-performing service team focused on delivering exceptional client satisfaction. This position reports directly to the Managed Services Service Manager and serves as both a technical leader and senior escalation resource.

Key Responsibilities Team Leadership

• Lead, mentor, and develop a team of technicians and engineers.
• Review and manage Helpdesk ticket queues daily.
• Monitor team performance and provide coaching as needed.
• Ensure the highest level of client satisfaction through timely and professional service.
• Communicate team progress, needs, and updates to management.
• Maintain and update Standard Operating Procedures (SOPs).
• Lead the team in maintaining and exceeding service benchmarks.
• Ensure compliance with company policies, safety requirements, and legal standards.
• Generate and analyze performance metrics and provide recommendations for continuous improvement.

Technical Leadership

• Serve as Tier 3 support for complex server, network, and infrastructure issues.
• Monitor and respond to incidents involving networks, servers, and systems.
• Develop and implement processes that improve Helpdesk efficiency and effectiveness.
• Proactively maintain servers and network environments.
• Maintain and expand technical expertise through ongoing training and professional development.

Qualifications Passionate about team success and customer satisfaction. Strong leadership skills with a positive attitude and work ethic. Committed to client security, uptime, and service excellence. Highly organized with strong multitasking and prioritization skills. Excellent verbal and written communication skills. Strong customer relationship management abilities. Experience with ticket management and reporting. Valid driver's license, proof of insurance, and a good driving record.

Technical Skills Advanced networking and troubleshooting experience, including ISP equipment, firewalls, switches, and servers. Strong knowledge of PCs, servers, MFPs, email systems, VLANs, wired and wireless networking, storage, and backups. Experience with multiple operating systems, virtualization, backup restoration, network troubleshooting, and server configuration. Proven ability to deploy, manage, and troubleshoot network and server infrastructures.

Experience & Education Preferred Certifications Azure Administrator Associate CCNA VCP-DCV CompTIA Server+ Experience 5+ years of IT support experience Education High School Diploma required Four-year degree preferred

Physical Requirements Must be able to pass a drug and alcohol screening. Must be able to pass drug and alcohol screen. Standley Systems has federal contracts that require compliance with the Drug-Free Workplace Act of 1988, therefore medical marijuana license-holders who test positive for marijuana will not be qualified for the position. Regularly required to sit, stand, talk, hear, reach, stoop, kneel, and operate computer and telephone equipment. Light to moderate lifting required. Regular and predictable attendance required. Travel to Standley Systems offices and customer locations may be required.

Work Environment Moderate office environment with computers, phones, printers, and light traffic. Ability to work in confined office spaces. Ability to sit at a computer workstation for extended periods.