Help Desk Team Lead

Help Desk Team Lead – Electric Power Engineers

We are designing the grid of the future! The Help Desk Team Lead oversees global Help Desk operations, ensuring consistent and efficient delivery of technical support services to employees worldwide. Based in Beirut, the role manages technicians located in North America and other global offices, supervises daily operations, serves as the final escalation point for complex issues, mentors team members, and ensures adherence to IT service management processes and SLAs.

• Team Leadership and Supervision: Oversee day‑to‑day global Help Desk operations, monitor ticket queue, ensure compliance with SLAs and internal standards, conduct ticket audits.
• Technical Escalation and Support: Serve as the final escalation point for unresolved or complex technical issues; provide advanced troubleshooting for Microsoft 365, Active Directory, Intune, Defender, Azure AD, Windows, macOS, iOS, networking fundamentals, and enterprise applications; collaborate with infrastructure, security, and application teams.
• Mentorship and Team Development: Provide coaching, training, and performance feedback to Help Desk Technicians (Tier I–III); support professional development and career progression; lead onboarding, knowledge transfer, and continuous skill‑development initiatives.
• Process Improvement and Documentation: Identify workflow gaps and implement process improvements to enhance efficiency; develop and maintain standard operating procedures (SOPs) and technical documentation; ensure alignment with ITIL best practices for incident, request, and change management.
• Collaboration and Reporting: Communicate team performance, capacity, and systemic issues to IT leadership; generate and maintain reports and dashboards for ticketing system performance; coordinate with leadership on IT projects and initiatives involving Help Desk support.

• Bachelor’s degree in Information Technology, Computer Science, or related field (preferred).
• Minimum 7–10 years of progressive IT support experience, including Tier III responsibilities (required).
• Minimum 2 years of experience in a team lead, supervisory, or mentorship capacity (required).
• ITIL Foundations v4 certification (preferred).
• Advanced knowledge of Microsoft 365 administration, Active Directory, Intune, Defender, Azure AD.
• Proficiency with Jira Service Management (or similar ticketing platforms) and Confluence.
• Strong troubleshooting across hardware, operating systems, and enterprise applications.
• Familiarity with ITIL frameworks and service management processes.
• Scripting or automation experience (Power Shell, Bash) preferred.
• Strong leadership and supervisory skills to manage a distributed, global team.
• Excellent verbal and written communication skills; ability to engage diverse stakeholders.
• High reliability, accountability, and operational consistency.
• Ability to build team engagement and foster a collaborative environment.
• KPIs: SLA compliance rate, ticket resolution metrics, accuracy of escalations, backlog reduction, peer and leadership feedback, onboarding effectiveness, process improvement outcomes.

Be a part of an innovative team shaping the grid of the future through advanced energy intelligence. For more than half a century, Electric Power Engineers has partnered with power and energy clients worldwide, providing consulting expertise and software solutions for complex engineering and grid modeling challenges.

• Comprehensive Health & Life Insurance: 100% premium coverage for employees; partial coverage for eligible dependents.
• Opportunity to work on cutting‑edge automation solutions for the power industry.
• Collaborate with experts in software engineering, renewable energy, and grid technologies.
• Flexible hybrid work environment with opportunities for professional growth and innovation.
• EPE is an equal‑opportunity employer and values diversity in its workforce.

• Location:
  
  Panama City, Panama
• Travel:
  Occasional travel may be needed (≤ 10 %)
• Seniority Level: Mid‑Senior level
• Employment Type:
  
  Full‑time
• Job Function:
  Information Technology
• Industry: Utilities

EPE is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster, and its supplement are available using the following links.

Third‑Party Recruiting Notification: EPE does not accept unsolicited resumes from third‑party recruiters. Any unsolicited third‑party resumes forwarded by recruiters will be considered public information and may not be eligible for placement fee payment.