Help Desk Lead
Virtual Vocations Inc
Leading help desk operations in a full-time capacity, the Help Desk Lead will manage day-to-day support for enterprise users and mission systems, ensuring high-quality technical assistance in both cloud-based and on-premises environments. Key responsibilities Lead and manage day-to-day help desk operations while supervising and mentoring personnel Oversee ticket queues, escalations, and incident resolution using enterprise ticketing platforms Implement IT support workflows and monitor Service Level Agreement (SLA) performance and help desk metrics Required qualifications Bachelor's degree in Information Technology, Computer Science, or a related field, or five years of equivalent professional experience Experience managing a help desk or service desk team in an enterprise environment Experience with ticketing platforms such as ServiceNow, JIRA, or similar tools Experience supporting remote desktop management and IT asset tracking Strong troubleshooting and incident management skills
Vacancy posted 19 hours ago
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