Our Client is seeking a Helpdesk Lead to oversee daily IT Helpdesk operations and ensure timely, high-quality technical support for employees, contractors, and field personnel. This role will manage ticket queues, prioritize incidents and service requests, serve as an escalation point, and help improve the overall end-user support experience.
Responsibilities:
- Coordinate daily Helpdesk activities, ticket assignment, and issue resolution
- Provide hands-on technical support for escalated issues
- Maintain support documentation, procedures, and knowledge base materials
- Monitor ticket volume, response times, resolution times, and backlog
- Mentor Helpdesk staff and promote a customer-focused support culture
- Support Microsoft 365, Windows workstations, mobile devices, printers, conferencing tools, and business applications
- Coordinate support for remote users, field locations, and operational sites
- Assist with incident response, vendor coordination, procurement, and asset tracking
- Participate in on-call support as needed
Requirements
- Bachelor’s degree in IT, Computer Science, related field, or equivalent experience
- 5+ years of IT support experience
- Strong experience with Microsoft 365, Entra ID/Azure AD, Intune, Windows OS, Active Directory, and endpoint technologies
- Experience with ITSM/ticketing platforms
- Strong troubleshooting, communication, organization, and prioritization skills
- Ability to mentor technical staff in a fast-paced environment
Preferred:
- ITIL Foundation or Microsoft certifications
- Oil and gas experience
- Experience supporting remote/field operations
- Cybersecurity and endpoint management knowledge
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