Helpdesk Team Lead

Description

As the MNS Team Lead
, you will lead a team of IT Specialists and play an active, hands‑on role in supporting client infrastructure. Reporting to the Help Desk Manager, this position combines leadership, project support, asset tracking, and continuous service improvement. The ideal candidate is highly technical, solutions‑oriented, and skilled in developing others while maintaining high standards of customer support.

• Ensure the Help Desk maintains a high level of responsiveness, professionalism, and technical expertise
• Monitor ticketing system performance, ensuring timely resolution and service excellence
• Coach and mentor team members to support their growth and maintain strong customer service delivery
• Identify and coordinate training needs to ensure team is equipped for evolving technology requirements
• Generate, review, and act on reports related to ticketing trends, asset management, and client KPIs
• Provide escalation‑level technical support to assist with complex issues
• Support and participate in hands‑on projects and client deployments
• Track IT assets across clients and support accurate inventory management
• Collaborate with internal teams and departments to resolve recurring issues and enhance service workflows
• Participate in improvement planning and operational optimization initiatives
• Perform other duties as assigned

• Bachelor’s degree in Information Systems, Computer Science, or equivalent experience
• Minimum 5 years in an IT support or help desk environment
• Minimum 2 years of team leadership or IT Help Desk Management experience
• Strong knowledge of IT infrastructure: servers, networks, firewalls, and enterprise support tools
• Ability to mentor and guide Help Desk personnel at various experience levels
• Proven ability to communicate effectively with both technical and non‑technical audiences
• Experience with help desk systems (e.g., Connect Wise, Service Now, etc.)
• Strong multitasking and time management skills in fast‑paced environments
• Ability to collaborate cross‑functionally and maintain strong internal and external relationships
• Must be able to lift up to 35 lbs
• Valid driver’s license and reliable form of transportation.

Candidates must have at least one of the following certifications, or an equivalent credential demonstrating similar technical knowledge

• CCNA
• AZ‑104
• MS‑102 (Microsoft 365 Administrator)
• Cisco Meraki Solutions Specialist

• Frequent use of computer, phone, and office equipment
• Ability to lift and carry equipment up to 35 lbs
• Occasional bending, kneeling, or crouching
• Periods of standing, sitting, and walking throughout the day

After a 30‑day waiting period, full‑time employees (who work at least 30 hours per week) and their dependents, are eligible to enroll in health benefits through Cigna. Health options include a choice of 2 PPO plans, or a High Deductible Health plan. In addition, Dental benefits are available as well as a Vision PPO plan utilizing the Eye Med network. Proven also offers voluntary worksite benefits including critical illness and accident coverage, short‑term disability insurance, supplemental life and pet insurance.

After a 30‑day waiting period, Proven IT provides a flat $25,000 Life Insurance benefit, administered by Blue Cross Blue Shield, to all full‑time employees (who work at least 30 hours per week). Accidental Death & Dismemberment (AD&D) benefit payments are determined based on the type of loss incurred and are payable up to the full Life Insurance benefit amount. Life and AD&D Insurance coverage amounts are reduced at ages 65, 70 and 75.

Long‑Term Disability (LTD) insurance is an employer‑provided benefit and provides protection from loss of income in the event that an employee is unable to work due to illness, injury, or accident for a long period of time. The elimination period is 90‑days, and the maximum benefit is 60% of covered payroll up to $6000/month. This benefit is paid entirely by Proven IT and has no cost to the employee.