Help Desk Team Lead

Nibbi Brothers has been a member of the Bay Area’s construction community since 1950. The Company is known for integrity, innovation, quality and contributions to the communities in which it works. Nibbi’s safety program often exceeds federal and state requirements prioritizing the wellbeing of people. Market sector experience includes multi-family residential, aviation, infrastructure, pre-fab/modular, commercial, seismic retrofits, historic restoration, waterfront structures, and non-profit community facilities. Nibbi self-performs production framing and structural concrete. Our projects range in size from $5 million to over $200 million. Nibbi provides its people with comprehensive benefits and opportunities for career development. We encourage continuing education at all levels. We are proud of our friendly, family culture that is based on respect, collaboration and a strong work/life balance. Position Summary We are seeking a Helpdesk Team Lead to provide day-to-day leadership for our IT support function while delivering hands‑on technical support across the organization. This role is ideal for an experienced IT support professional who can mentor junior technicians, manage escalations, and help ensure a consistent, high-quality support experience for end users. This role requires travel to project sites. The Helpdesk Team Lead will serve as a senior technical resource for the support team, assisting with ticket management, troubleshooting complex issues, and supporting key infrastructure and enterprise applications. This is a hands‑on role that combines technical expertise, team guidance, and strong customer service. Key Responsibilities Lead and mentor junior IT support staff by providing day‑to‑day guidance, technical direction, and support Serve as an escalation point for complex helpdesk, desktop, and end‑user support issues Help manage daily helpdesk operations, including ticket prioritization, assignment, follow‑up, and resolution Maintain a high standard of customer service and ensure timely professional support across the organization Work with helpdesk and ticketing platforms to track, manage, and resolve support requests; experience with FreshService is a plus Support desktop and laptop deployments, imaging, provisioning, and endpoint configuration using modern deployment and management tools Assist with onboarding, offboarding, and ongoing user account administration Collaborate with IT leadership to improve support processes, documentation, and service delivery standards Technical Qualifications Active Directory & Identity Management Strong working knowledge of Active Directory, including managing users, groups, permissions, DNS, and Microsoft policies Experience deploying, maintaining, and customizing Active Directory environments is a plus Experience supporting identity and access management tasks, including: User and group management Enterprise applications Permissions and policy management Experience with desktop and laptop automated deployments Familiarity with Microsoft Autopilot and Intune for device provisioning, configuration, and management Solid understanding of VMware environments, including: Working within vCenter Provisioning and configuring virtual machines Performance and storage optimization Proper use of snapshot features Strong experience administering Microsoft 365, including: Creating and managing users and groups Creating SharePoint sites and managing SharePoint permissions Administering Microsoft Teams and Teams Phone Experience supporting enterprise applications and collaboration tools, including Microsoft 365, VPN solutions, and endpoint security platforms Networking Working knowledge of networking fundamentals, including: DHCP VPN Subnets VLANs TCP/IP Ability to troubleshoot and diagnose network-related issues affecting laptops, desktops, and end‑user connectivity Preferred Experience Experience supporting construction‑specific software is highly valued, including but not limited to: Autodesk Construction Cloud (ACC) Education & Experience Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent hands‑on experience 5+ years of experience in IT support, desktop support, or helpdesk roles Prior experience serving as a senior technician, escalation resource, or team lead is preferred CompTIA A+, Network+, or Microsoft certifications are a plus Physical Demands Walk, climb stairs, sit, stand, and crawl under desks. Talk, hear, and see within normal ranges. Reach with hands and arms. Use hands and fingers to operate tools and other business machines. Lift and/or move up to 50 lbs. Benefits Medical, dental, and vision coverage Flexible spending plans Life and supplemental insurance 401(k) with employer match Paid time off and holidays Incentive compensation bonus Educational reimbursement and student loan repayment assistance The expected salary range for this role is between $120,000 and $130,000 annually, depending on experience. Nibbi Brothers is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, disability, national origin, veteran status or any other personal characteristic protected by law. Employment decisions are made based on qualifications, merit, and business need. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Must be authorized to work in the US now and in the future without employer sponsorship. Nibbi Brothers uses E‑Verify. #J-18808-Ljbffr