Help Desk Lead

About the Role
The Help Desk Lead is a working technical leader responsible for leading the day-to-day operations of the help desk while providing hands-on Tier 1 and Tier 2 technical support. This position manages and prioritizes trouble tickets, assigns work to helpdesk technicians, escalates issues to Tier 3 or the appropriate IT team, and actively participates in troubleshooting and resolution.

Key Responsibilities

• Lead and support the Helpdesk team while providing hands-on Tier 1 and Tier 2 technical support.

• Monitor, prioritize, assign, and manage helpdesk tickets based on urgency, workload, and technician skill level.

• Troubleshoot hardware, software, operating system, application, network, and user-access issues.

• Support Windows, macOS, iOS, Android, and Linux environments.

• Provide technicians with troubleshooting guidance and possible solutions for difficult or unfamiliar issues.

• Escalate unresolved issues to Tier 3 or the appropriate IT team and ensure proper follow-up through resolution.

• Step in and work tickets directly when additional technical support is needed.

• Mentor, coach, and provide technical direction to Helpdesk Technicians.

• Ensure tickets are properly documented, escalated, and resolved in accordance with established procedures.

• Collaborate with the IT Manager on technical issues when needed.

Required Skills & Qualifications

• Strong hands-on troubleshooting and problem-solving skills.

• Experience providing Tier 1 and Tier 2 IT support.

• Working knowledge of Windows, macOS, iOS, Android, and Linux.

• Ability to quickly learn new technologies, systems, applications, and procedures.

• Ability to manage, assign, prioritize, and escalate trouble tickets.

• Ability to lead and support a technical helpdesk team while remaining hands-on.

• Ability to analyze technical issues and provide practical troubleshooting options and

solutions.

• Strong communication, organization, decision-making, and customer service skills.

• Experience with ITSM/ticketing systems and technical documentation.

Minimum Education Requirement

• Bachelor’s degree in information technology, Computer Science, or a related field is required.

Required Experience

• 3–5 years of experience in IT help desk, desktop support, or technical support.

• 1–2 years of experience in a Helpdesk Lead, Senior Technician, or supervisory/lead role.

Additional Requirements

Must be a US Citizen.

Must be able to work full-time on-site at our office in the Playa Vista area of Los Angeles.