IT Services; Helpdesk Lead -Plymouth Office

Looking for IT Services Lead – Plymouth, MN Office

The IT Services Lead is responsible for on‑site IT operations, serving as the senior technical presence within the office to ensure stable, high‑performing technology services. This role provides advanced technical support, leads issue triage and resolution, and coordinates closely with vendor partners and internal engineering teams. The position plays a key part in supporting enterprise applications, ensuring IT systems are effectively configured to enable business workflows, and contributing to security, compliance, and incident response efforts.

• Communicate project/incident status, impact, and resolution progress to stakeholders
• Escalate issues appropriately and ensure accountability
• Lead on‑site execution of IT projects and rollouts
• Coordinate with enterprise IT and Managed Service Provider (MSP)
• Maintain system and process documentation
• Identify recurring issues and improvement opportunities

• Oversee ticketing system operations, ensuring tickets are properly triaged, prioritized, resolved, and closed in alignment with service level expectations (SLAs)
• Assist with day‑to‑day support requests and act as backup support for T1 Help Desk
• Troubleshoot across applications, endpoints, and network to determine root cause
• Provide hands‑on support for high‑impact or complex issues
• Own issues end‑to‑end and coordinate resolution across teams
• Support and guide help desk staff
• Act as primary on‑site escalation point for application‑related issues
• Bridge communication between end users and enterprise IT teams

• Support administration and operation of key desktop and enterprise applications (e.g., Ring Central, Accuroute, DMS)
• Ensure applications function effectively within desktop and VDI environments
• Troubleshoot application issues and determine root cause
• Work closely with Systems Analyst and Dev Ops to support business workflows
• Assist in testing and rollout of application updates and integrations
• Serve as on‑site resource for application‑related issues

• Provide on‑site support for network and data center equipment
• Act as remote hands for MSP and engineering teams
• Manage printers, scanners, cameras, and on‑site technology
• Coordinate device deployments and lifecycle management
• Support endpoint and VDI configuration for application performance

• Assist with internal audits and compliance activities
• Assist with security incident response in coordination with SOC and MSP
• Act as on‑site point of contact for security‑related actions
• Help enforce endpoint security practices and policies
• Identify and elevate potential risks or control gaps

• 5–8+ years of IT experience
• Strong troubleshooting across endpoints, applications, and networking fundamentals
• Strong coordination and communication skills
• Strong understanding of endpoint environments, including Windows OS, device configuration, and performance troubleshooting
• Experience supporting virtual desktop environments (VDI)
• Experience troubleshooting application performance issues across desktop, VDI, and network layers

• Experience working with MSPs
• Familiarity with enterprise collaboration and communication platforms (e.g., Ring Central, Microsoft Teams)
• Experience supporting document management systems such as Net Documents or similar platforms
• Solid understanding of networking fundamentals (DNS, DHCP, VPN, latency, bandwidth constraints) and ability to isolate network‑related issues

• Owns issues end‑to‑end
• Strong diagnostic thinker
• Hands‑on but able to coordinate others
• Communicates clearly and proactively
• Drives resolution and accountability

• Salary: $65,000 – $90,000 (depending on experience) + annual discretionary bonus
• Medical, Dental, and Vision insurance
• Health Savings Account (with employer contribution, if eligible)
• Flexible Spending Accounts (healthcare, dependent care, limited purpose)
• Employer‑paid Life and LTD insurance + voluntary options
• Paid parental leave
• 401(k) with 4% Safe Harbor contribution (after one year of service)