IT Helpdesk Lead (MCSG0006)

The IT Helpdesk Lead oversees a team of IT support technicians, providing guidance and support to ensure timely resolution of technical issues.


  • Manage and maintain help desk team workflow.
  • Provide coaching and feedback to improve team member capabilities and technical knowledge.
  • Assign and oversee ticket dispatch process within ConnectWise Manage, ensure timely and accurate ticket assignments.
  • Resolving complex technical issues escalated from Level 1/2 support teams.
  • Maintain help desk documentation, manuals, wikis, and knowledge base.
  • Identify opportunities to streamline help desk processes and implement new technologies to drive efficiency.
  • Serve as point of contact and communication status across multiple departments, leadership, stakeholders, and customers
  • Maintain 95% or greater customer satisfaction score by ensuring prompt issue resolution


  • Exceptional customer service, communication, leadership, and coaching abilities.
  • Extensive experience with ConnectWise Manage and help desk processes/procedures.
  • Background working within a managed services provider and/or cloud solutions provider.
  • Strong documentation skills and ability to create “how-to” guides, FAQs, etc.
  • Microsoft certifications such as MS-900, AZ-300, AZ-900, MCSA, MCSE a plus