IT Helpdesk Team Lead

Overview

Dice is the leading career destination for tech experts at every stage of their careers. Our client, Agree Ya Solutions, is seeking the following. Apply via Dice today!

Title: IT Helpdesk Team Lead
Duration: 12 months
Location: Franklin, TN

• Help supervise help desk agents, workflows, and daily operational activities to ensure consistent service delivery. Act as an escalation point for IT Help Desk and NOC-related issues, following up and driving resolution for major incidents. Monitor ticket queues, email traffic, and escalations in Service Now while ensuring SLA compliance. Coordinate with internal teams and other departments to resolve technical issues and support IT projects.
  
  Ensure proper documentation, communication, and follow-through on incidents and service requests. Support continuous improvement of help desk processes, workflows, and operational standards.

• Hands-on experience supporting Windows 11 environments and Microsoft Office 365. Working knowledge of Active Directory (user management, group policies, basic troubleshooting). Experience using Service Now or similar ITSM tools for ticket management and escalation handling. Basic understanding of networking concepts and IT infrastructure (LAN/WAN, connectivity, hardware). Strong troubleshooting, communication, and coordination skills.

• Prior experience in a Helpdesk Lead, NOC, or IT Support escalation role. Experience monitoring SLAs, ticket metrics, and service performance. Familiarity with ITIL processes and best practices. Ability to work effectively in a fast-paced, operational support environment.

• Be a key contributor to stable and efficient IT operations. Gain exposure to infrastructure, networking, and enterprise support environments. Collaborate with cross-functional teams on impactful IT initiatives. Build leadership and escalation-handling experience within IT service management.

Agree Ya is a global systems integrator delivering competitive advantage for its customers through software, solutions, and services. Established in 1999, Agree Ya is headquartered in Folsom, California, with a global footprint and a team of more than 2,200 staff across offices. Agree Ya works with 500+ organizations ranging from Fortune 100 firms to small and large businesses across industries such as Telecom, Banking, Financial Services & Insurance, Healthcare, Utility & Energy, Technology, Public sector, Pharma & Biotech, and others.

Agree Ya is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, gender identity, sexual orientation, national origin, disability, veteran status or other protected characteristics.