Help Desk Lead/Manager
Help Desk Lead/Manager
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Job Description
Role: Help Desk Lead/Manager
Location: Baltimore MD fully onsite
Duration: Contract to hire
We are seeking a new Help Desk Lead / Manager for a full time onsite role in downtown Baltimore. They must have experience as a lead on a help desk or a manager or significant experience as a system administrator. This will be a long term contract with possibility for extension. Please provide their conversion salary in case they do want to convert them.
Position Overview
We are seeking a highly skilled Level 3 Help Desk Specialist / Team Lead to provide advanced technical support and lead our Help Desk team. This role serves as the final escalation point for complex issues ensures high-quality end-user support and contributes to the design and improvement of IT systems and processes. The ideal candidate will have a strong background in enterprise IT administration leadership experience and expertise across collaboration identity endpoint management and security platforms.
Key Responsibilities
Technical Leadership & Escalation
Act as the highest-level escalation point for the Help Desk team resolving complex technical issues that cannot be handled by L1 or L2 staff.
Provide root cause analysis and long-term solutions for recurring incidents.
Partner with IT management on continuous improvement of IT support operations.
Team Management & Development
Lead mentor and coach Help Desk staff to build technical expertise and customer service excellence.
Manage workload distribution ensure SLA adherence and oversee ticket queues (e.g. Zendesk).
Foster a culture of documentation accountability and knowledge sharing.
Systems Administration
Administer and support enterprise platforms including Box File Office 365 administration Azure AD Okta Mosyle and SentinelOne.
Perform routine monitoring patching and system health checks.
Create and maintain IT documentation runbooks and knowledge base articles.
Infrastructure & Networking
Support and troubleshoot standard network protocols (TCP/IP DNS DHCP VPN etc.).
Collaborate with infrastructure teams on network server and cloud-related escalations.
Contribute to IT security best practices and compliance initiatives.
Process Improvement
Identify opportunities to streamline workflows and automate routine tasks.
Provide input on IT roadmaps tool selection and strategic initiatives.
Ensure alignment with organizational goals and compliance requirements.
Qualifications
Education/Experience:
- 5 years in IT support with at least 2 years in a Level 3 or senior escalation role.
- Prior experience leading or supervising a Help Desk team preferred.
Technical Expertise:
- Strong background with Office 365 administration Azure AD Box Okta Mosyle Zendesk and SentinelOne.
- Solid knowledge of networking fundamentals (DNS DHCP TCP/IP VPN routing).
- Proficiency with Windows and macOS support.
- Familiarity with scripting/automation (PowerShell Bash or Python) a plus.
Soft Skills:
- Proven ability to lead coach and motivate a team.
- Excellent problem-solving analytical and communication skills.
- Strong organizational skills with the ability to manage multiple priorities.
- Commitment to delivering exceptional customer support including VIP/executive users.
Key Competencies
Leadership & mentorship
Advanced troubleshooting & root cause analysis
Systems and endpoint administration
Security-first mindset
Documentation and knowledge management
Adaptability and continuous learning
Employment Type
Full-time
