Helpdesk Lead

TL;DR

Helpdesk Lead: Managing a pod of IT technicians and overseeing daily helpdesk operations with an accent on team mentorship, queue management, and performance optimization. Focus on driving process improvements, maintaining high service standards, and ensuring team accountability in a fast-paced MSP environment.

Location: Must be based in or able to commute to Lakewood, New Jersey (Hybrid)

Salary: $90,000–$110,000

Company

A fast-paced, people-first Managed Service Provider (MSP) focused on career growth and team collaboration.

What you will do

• Lead and mentor a team of technicians, setting the tone and delegating tasks effectively.
• Manage daily coverage, including PTO, on-call schedules, and queue volume.
• Coach technicians on tools, processes, and best practices through ongoing feedback.
• Monitor team performance metrics such as ticket volume, resolution times, CSAT, and SLAs.
• Communicate proactively with the Service Manager and escalate complex issues.
• Identify process gaps and drive improvements across the support team.

Requirements

• Must be based in or able to commute to Lakewood, New Jersey
• Proven experience leading or mentoring a team in a technical environment.
• Background in IT support, helpdesk, or a related technical field.
• Strong communication skills with the ability to provide direct feedback and work cross-functionally.
• Organized, accountable, and comfortable making decisions under pressure.

Nice to have

• Previous experience working in an MSP environment.

Culture & Benefits

• Nationwide medical, dental, and life insurance.
• 401(k) with company matching.
• Generous PTO policy and flexible working schedule.
• HSA and FSA options.
• Paid training and certification assistance.
• $500 sign-on bonus.