Help Desk Team Lead

Fusion Site Services (FSS) is seeking a dynamic and experienced IT Support Lead/Help Desk Supervisor to establish and grow our helpdesk and desktop engineering teams. The successful candidate will be responsible for ensuring the seamless operation of IT support services, including workstation imaging, application assistance, ticket management, SLA adherence, ITIL implementation, change management, metrics reporting, and fostering strong relationships with various departments and sites.

Additionally, this role involves developing comprehensive training materials and documentation for end-users. The IT Support Lead will operate within an AzureAD environment, utilizing Atera for ticketing and Jira for infrastructure project intake and Change Management.

• Lead, mentor, and manage future helpdesk and desktop engineering teams.
• Set clear goals, expectations, and performance metrics for team members.
• Foster a collaborative and supportive work environment that encourages growth and innovation.

• Oversee the resolution of technical issues related to workstations, applications, and hardware, ensuring timely and effective solutions.
• Implement best practices for workstation imaging, software installation, and hardware configuration.
• Provide escalation support for complex technical problems.
• Utilize Atera ticketing system to manage and prioritize incoming support requests.
• Monitor and ensure compliance with SLAs, maintaining high levels of customer satisfaction.
• Continuously improve ticketing processes and workflows for maximum efficiency.
• Lead change management initiatives, ensuring seamless integration of new technologies and processes.
• Implement ITIL best practices for incident, problem, and change management.
• Collaborate with stakeholders to assess change impact and manage communication.
• Generate regular reports on support team performance, ticket trends, and SLA adherence.
• Analyze metrics to identify areas for improvement and implement strategies to enhance support quality.
• Establish strong working relationships with departments and sites to understand their IT needs and challenges.
• Collaborate with cross-functional teams to address technology requirements and enhancements.
• Develop comprehensive training materials and user documentation to empower end-users.
• Conduct training sessions and workshops to promote effective technology utilization.
• Utilize Jira for project intake, tracking, and Change Management processes.
• Coordinate with project teams to ensure IT support alignment with project goals.

• Excellent leadership, communication, and interpersonal skills.
• Strong familiarity with AzureAD, Atera, and Jira.
• Solid understanding of ITIL framework and best practices.
• Strong problem-solving abilities and the capability to work under pressure.
• Project management experience is a plus.

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 8+ years experience in IT support and leadership roles.
• 2+ years demonstrated coaching and mentorship experience.

• Prolonged periods sitting at a desk and working on a computer.
• Able to speak with customers/location teams on the phone.
• Must be able to lift 25 pounds at a time.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, or local laws. All external applicants must be legally eligible to immediately work in the country of hire without current or future sponsorship.

If you require an accommodation under the Americans with Disabilities Act, Section 503 of the Rehabilitation Act or similar law in order to apply for employment, please contact our Talent Acquisition Team at recr

Job applicants may request to review the company's affirmative action plans by contacting the talent acquisition team/recruiter or the Human Resources department.