Program Lead

The Help Desk Team Lead provides day‑to‑day leadership, oversight, and technical guidance for a team of Help Desk Technicians supporting Microsoft‑based end user services, including Microsoft 365, Windows 10/11, Azure AD/Entra , and standard productivity tools. This role balances hands‑on support work with supervisory responsibilities—ensuring high‑quality service delivery, adherence to SLAs, professional development of staff, and continuous improvement of help desk operations.

The Team Lead is the first point of escalation for Tier I technicians, coordinates workload, monitors ticket queues, and collaborates closely with senior IT staff to resolve complex technical issues.

• Oversee daily help desk operations, ensuring timely response and resolution of incidents and service requests.
• Assign, prioritize, and balance workloads across the support team.
• Monitor ticket queues for SLA compliance, aging tickets, and quality of documentation.
• Serve as the initial point of escalation for Tier I technicians, assisting with troubleshooting and decision making.
• Lead daily/weekly stand‑up meetings to communicate priorities, changes, and updates.
• Maintain staffing schedules and coordinate coverage for time off, after‑hours support, or surge operations.

• Review technician performance through ticket audits, user feedback, and KPIs.
• Identify recurring issues and drive root‑cause analysis with Tier II/III teams.
• Develop, refine, and enforce Standard Operating Procedures (SOPs).
• Expand and maintain the knowledge base—promoting documentation best practices.
• Recommend process improvements to enhance efficiency and user experience.

• Provide advanced troubleshooting support for Microsoft 365, Windows devices, and Azure AD/Entra .
• Assist with complex tickets requiring deeper analysis, cross‑team collaboration, or elevated permissions.
• Coordinate escalations with system administrators, network engineers, and security teams.
• Support onboarding processes, ensuring consistent execution across the team.

• Mentor junior technicians, providing coaching, feedback, and skills development.
• Facilitate onboarding/training for new staff on tools, procedures, and technical fundamentals.
• Encourage staff in certification pathways aligned with organizational standards.

• Generate reports on ticket volume, SLA performance, and trends for management review.
• Communicate service disruptions, planned maintenance, or high‑impact issues to users when appropriate.
• Act as a liaison between help desk staff and leadership to ensure alignment with organizational goals.
• Handle SharePoint Online/One Drive sync issues, permissions requests, and file recovery.

• 7+ years of experience in a help desk or IT support environment, with at least 1 year in a lead, senior, or mentoring role.
• Strong working knowledge of Microsoft 365 (Outlook/Exchange, Teams, SharePoint, One Drive), Windows 10/11 troubleshooting, Azure Virtual Desktop/AD/Entra  (account tasks, MFA, conditional access fundamentals), and basic networking (DNS, DHCP, VPN).
• Experience with ITSM systems such as Service Now, Jira Service Management, Zendesk, etc.
• Demonstrated ability to guide and mentor technical staff.
• Excellent communication, customer service, and documentation skills.
• Certifications such as Azure Fundamentals (AZ‑900), Microsoft 365 Fundamentals (MS‑900), CompTIA Security+ or ability to obtain before employment. (CND, GFACT, or GSEC are also acceptable.)
• Bachelor's degree or equivalent experience.

• Experience with Intune, Endpoint Manager, or SCCM/Config Mgr.
• Familiarity with admin centers for Exchange Online, Teams, SharePoint, and Entra .
• Power Shell experience for automation or bulk tasks.
• Prior experience performing ticket QA, maintaining SOPs, or leading workflow improvements.
• Previous experience transforming and modernizing help desks or call centers highly desired.

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