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Help Desk Team Lead Jobs (NOW HIRING)

ActioNet

Help Desk Manager Level I

Rosslyn, VA · On-site

$165K/yr

Secret The Help Desk Manager Level I is an entry-level management professional responsible for ... HDI Team Lead Certification * COBIT Foundation Certification Salary up to $165,000, depending on ...

Monogram Health

Service Desk Team Lead

Tempe, AZ · On-site

Service Desk Team Lead The Service Desk Team Lead is responsible for overseeing the daily ... Experience leading a team of 3-6 people in a service or help desk environment preferred.

Monogram Health

Service Desk Team Lead

Tempe, AZ · On-site

Service Desk Team Lead The Service Desk Team Lead is responsible for overseeing the daily ... Experience leading a team of 3-6 people in a service or help desk environment preferred.

Booz Allen Hamilton

Help Desk Lead

Doral, FL

$61K - $141K/yr

Experience managing a Help Desk team, implementing IT support workflows, and ensuring Service Level Agreement (SLA) compliance * Ability to lead and manage a technical Help Desk team, ensuring high ...

CPM Holdings, Inc.

Help Desk Manager

Waterloo, IA · On-site

Lead, coach, and develop the global IT Help Desk team. * Conduct one-on-one meetings, coaching sessions, and annual performance evaluations. * Establish goals and professional development plans.

CPM Holdings, Inc.

Help Desk Manager

Waterloo, IA · On-site

Lead, coach, and develop the global IT Help Desk team. * Conduct one-on-one meetings, coaching sessions, and annual performance evaluations. * Establish goals and professional development plans.

NextStep

Service Desk Team Lead

Washington, DC · On-site

Service Desk Team Lead, Washington, DC The Service Desk Team Lead will provide hands-on technical ... Experience using a Helpdesk ticketing system. * 1-2 years of general IT support experience.

GDIT

IT Service Desk Team Lead

Bethesda, MD · Hybrid

$83K - $113K/yr

Customer Communications, Help Desk Management, ServiceNow Ticketing System Certifications: None Experience: 5 + years of related experience US Citizenship Required: No NIH IT Service Desk Team Lead ...

SOSi

Help Desk Lead with Security Clearance

Miami, FL · On-site

SOSi is seeking a Help Desk Lead to support mission requirements for a structured approach to ... Demonstrated experience in managing a help desk team, implementing IT support workflows, and ...

Booz Allen Hamilton

Help Desk Lead

Doral, FL · On-site

$86K - $198K/yr

Experience managing a help desk team, implementing IT support workflows, and ensuring Service Level Agreement (SLA) compliance * Ability to lead and manage a technical help desk team, ensuring high ...

Booz Allen Hamilton

Help Desk Lead

Miami, FL · On-site

$86K - $198K/yr

Experience managing a help desk team, implementing IT support workflows, and ensuring Service Level Agreement (SLA) compliance * Ability to lead and manage a technical help desk team, ensuring high ...

STI

HELP DESK AGENT

Nashville, TN · On-site

$16.50 - $21/hr

The standard work week is 37.5 hrs./wk. The LTSS Operations team is requesting a contractor to assist with LTSS Help Desk Agent work. Due to the implementation of a new eligibility system, PERLSS ...

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All JobsHelp Desk Team Lead Jobs

Help Desk Team Lead information

See salary details

$21.5K

$63.1K

$118.5K

How much do help desk team lead jobs pay per year?

As of Aug 14, 2026, the average yearly pay for help desk team lead in the United States is $63,130.00, according to ZipRecruiter salary data. Most workers in this role earn between $41,000.00 and $78,000.00 per year, depending on experience, location, and employer.

How does a Help Desk Team Lead balance managing a team and handling technical support issues directly?

A Help Desk Team Lead typically splits their time between overseeing the support team’s workflows and directly resolving complex technical issues that require advanced expertise. While much of their day involves monitoring ticket queues, coaching team members, and ensuring service levels are met, they also act as an escalation point for difficult cases. This dual responsibility requires strong organizational skills, as well as the ability to prioritize between team management tasks and hands-on problem solving. Successful leads often schedule regular check-ins with team members and set aside focused time for high-priority technical support to maintain both team performance and customer satisfaction.

What are the key skills and qualifications needed to thrive as a Help Desk Team Lead?

To thrive as a Help Desk Team Lead, you need strong technical troubleshooting abilities, leadership experience, and a solid understanding of IT support practices, often supported by a relevant degree or certifications like CompTIA A+ or ITIL. Familiarity with ticketing systems (such as ServiceNow or Zendesk), remote support tools, and knowledge base platforms is typically required. Excellent communication, problem-solving, and conflict resolution skills help you manage both team performance and customer satisfaction. These skills and qualities are crucial to ensure efficient support operations, motivate your team, and deliver high-quality service to end-users.

What is the difference between Help Desk Team Lead vs Help Desk Technician?

AspectHelp Desk Team LeadHelp Desk Technician
CertificationsCompTIA A+, ITIL, leadership trainingCompTIA A+, HDI Support Center Analyst
Work EnvironmentSupervisory role, team coordinationTechnical support, troubleshooting
ResponsibilitiesOverseeing support team, managing escalationsResponding to user issues, resolving technical problems

The Help Desk Team Lead typically has leadership responsibilities, overseeing support staff and managing escalations, while the Help Desk Technician focuses on direct technical support and troubleshooting. Both roles require similar certifications and work in customer support environments, but the Team Lead has additional supervisory duties.

What does a Help Desk Team Lead do?

A Help Desk Team Lead oversees a team of help desk technicians, ensuring that technical support requests are handled efficiently and effectively. They coordinate daily operations, provide guidance and training to team members, and act as a point of escalation for complex issues. In addition, they monitor performance metrics, implement best practices, and work to improve customer satisfaction. The role also involves communicating with other departments to resolve problems and optimize IT support processes.
More about Help Desk Team Lead jobs

What cities are hiring for Help Desk Team Lead jobs?

Cities with the most Help Desk Team Lead job openings:

What states have the most Help Desk Team Lead jobs?

States with the most job openings for Help Desk Team Lead jobs include:

What job categories do people searching Help Desk Team Lead jobs look for?

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Help Desk Team Lead jobs near you
Infographic showing various Help Desk Team Lead job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 76% Full Time, 19% Part Time, and 4% Contract. Highlights an 92% Physical, 1% Hybrid, and 7% Remote job distribution, with an average salary of $63,130 per year, or $30.4 per hour.

Help Desk Manager Level I

ActioNet

Rosslyn, VA • On-site

$165K/yr

Full-time

Re-posted 16 days ago

Job description

Position:  Helpdesk Manager - Level I

Location: Rosslyn, VA

Clearance:  Secret

 
 
The Help Desk Manager Level I is an entry-level management professional responsible for overseeing the daily operations of a help desk team. This role focuses on ensuring timely and effective resolution of end-user technical issues, monitoring ticket workflows, and maintaining customer satisfaction. The Level I manager works closely with IT leadership to implement help desk policies, train staff, and ensure adherence to service level agreements (SLAs).  Duties are:
  • Supervise the daily operations of the help desk team, ensuring timely resolution of support tickets.
  • Monitor ticket queues and assign tasks to team members based on priority and expertise.
  • Provide first-line escalation support for unresolved or complex technical issues.
  • Train and mentor help desk staff to improve technical skills and customer service.
  • Track and report on help desk performance metrics, such as response times and resolution rates.
  • Ensure compliance with SLAs and organizational policies for IT support.
  • Maintain documentation of help desk processes, procedures, and troubleshooting guides.
  • Collaborate with IT teams to escalate and resolve system-wide issues.
  • Assist in the implementation of new help desk tools and technologies.
  • Foster a positive and professional work environment to enhance team performance.
Professional Qualifications/Skills  
  • Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
  • Minimum of 2 years of experience in IT support or help desk operations.
  • Strong understanding of help desk tools and ticketing systems, such as ServiceNow or Zendesk.
  • Basic knowledge of IT systems, including Windows, macOS, and common productivity software.
  • Excellent communication and interpersonal skills to interact with end users and team members. 
  • Strong organizational and time management skills to handle multiple priorities.
  • Experience in training and mentoring staff is preferred.
  • Familiarity with ITIL or other IT service management frameworks is a plus.
  • Relevant certifications, such as CompTIA A+ or ITIL Foundation, are desirable.
  • Ability to work in a fast-paced environment and adapt to changing priorities.
  • HDI Team Lead Certification 
  • COBIT Foundation Certification 

Salary up to $165,000, depending on qualifications, including relevant certifications, education, years of experience, and demonstrated experience supporting Federal Government programs within the field. Candidates with specialized expertise, industry-recognized certifications, and strong Federal contracting experience may be considered at the higher end of the range.

 

 Why ActioNet?

It is simple. We are passionate about the inspirational missions of our customers and we entrust our employees and teams to deliver exceptional performance to enable the safety, security, health and well-being of our nation. We have been awarded the Washington Post Top Places to Work for 8 years in the row.

What's in It For You?

As an ActioNeter, you get to be part of exceptional team and a corporate culture that nurtures mutual success for our customers, employees and our communities. We give you the tools to be successful; all you need to do is bring your best ideas, your energy and a desire to develop your skills, experience and career.

 Are you ready to make a difference?

 ActioNet is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

 

 

 

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