IT Help Desk Team Lead

Salary: $70,000 - 80,000 per year Requirements:

• We require 4+ years of experience in a Managed Service Provider help desk environment or a similar industry setting.
• We prefer prior supervision experience, including recruiting, hiring, training, coaching, performance reviews, and developing direct reports.
• We need extensive customer service experience, including handling tense or emotionally charged situations.
• We require working knowledge of Microsoft Windows, Microsoft 365, and Microsoft SharePoint.
• We require a functional understanding of cloud computing, including cloud applications such as Google Apps, Office 365, and online backup and recovery.
• We need an understanding of web and internet systems, including common browsers such as Chrome, Firefox, and Microsoft Edge.
• We require familiarity with other in-office technology, equipment, and applications.
• We require the ability to take temporary front desk help desk shifts as needed.
• We require availability for on-call support during off-hours on weekdays when the help desk is open.
• We require a valid drivers license and reliable vehicle access for client site visits.
• We require a home office environment that supports private conversations, secure handling of confidential information, and a secure internet connection.
• We require the ability to maintain professionalism and protect client and staff confidentiality at all times.
• We require a high degree of calmness and composure when handling stressed, frustrated, or angry clients.
• We require the ability to meet the physical demands associated with light-to-moderate work and occasional lifting up to 50 pounds.

• We supervise part of the IT Help Desk team and ensure adequate staffing across all days and shifts.
• We enforce procedures for identifying, prioritizing, tracking, and resolving end-user support requests.
• We monitor service levels and help ensure response time, quality, and other SLA metrics are met or exceeded.
• We manage staffing issues, including vacation coverage, sick leave, client concerns, and emergency situations.
• We participate in hiring, onboarding, training, coaching, performance evaluations, and offboarding when needed.
• We support team development by fostering positivity, collaboration, accountability, and continuous improvement.
• We work with the Help Desk Director to improve service quality, customer satisfaction, processes, systems, and training.
• We review workloads, expedite urgent tickets, and provide overflow support during high-demand periods or emergencies.
• We plan and execute strategy for process improvements, special projects, new procedures, and department changes.
• We analyze help desk activity, document resolutions, identify issues, and recommend solutions to improve service quality.
• We oversee shift scheduling, cross-training coverage, timecards, time-off requests, performance plans, and other daily supervision tasks.
• We manage client concerns, follow up on tickets, and ensure issues are resolved to the clients satisfaction.
• We handle incoming tickets and calls by phone, text, and email to ensure timely and courteous support.
• We enforce request handling and escalation policies and monitor ticket resolution progress.
• We track trends, generate reports, assess reconfiguration needs, and recommend improvements.
• We develop and support training programs, knowledge base content, usage guides, and FAQ materials.
• We remain actively available during help desk business hours and ensure prompt team responsiveness.
• We document support work, client updates, and technical details in the appropriate systems.
• We assign staff to onsite technical support and routine maintenance activities when needed.
• We ensure tickets are routed to appropriately skilled resources and step in with help desk ticket work when demand exceeds capacity.
• We perform project work as assigned and handle additional duties as needed.
• We carry out core help desk technical tasks, including remote troubleshooting, hardware and software support, malware removal, network and email issue resolution, workstation setup, and IT project assistance.

• Cloud
• Hardware
• Support
• Microsoft 365
• Network
• Office 365
• SharePoint
• Web
• Windows
• ARM
• Flow
• LESS
• Mobile
• Security

More:

We are Brave North Technology LLC, and this is a full-time Help Desk Team Lead role based in a hybrid remote environment in Saint Paul, Minnesota, with preferred local proximity to Minneapolis. We offer a salary of $70,000 to $80,000 per year and benefits including a 401(k), 401(k) matching, flexible schedule, health savings account, paid time off, and parental leave. Our team supports a wide range of technologies and client environments, and this role combines hands-on technical support with day-to-day team leadership, scheduling, service improvement, and client care.

last updated 38 week of 2026