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Help Desk Team Lead Jobs (NOW HIRING)

Onsite Logic

$55K - $75K/yr

Conduct regular ticket reviews, report findings to the Service Desk Team Lead, and identify ... of IT Helpdesk experience within a Managed Services Provider (MSP) environment * - Advanced ...

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 ...

Dakota Supply Group

Help Desk Manager

Fargo, ND · On-site

$83K - $139K/yr

Lead, coach, mentor, and develop the Help Desk team to ensure strong technical capability, customer service, accountability, and professional growth. * Establish and maintain operating standards ...

ClearanceJobs

Service Desk Team Lead Jobs

Service Desk Team Lead Koniag IT Systems, LLC, a Koniag Government Services company, is seeking a Service Desk Team Lead to support KITS and our government customer in Washington, DC. The position is ...

Dsg-108ea1e0

Help Desk Manager

Plymouth, MN · On-site

$83K - $139K/yr

Lead, coach, mentor, and develop the Help Desk team to ensure strong technical capability, customer service, accountability, and professional growth. * Establish and maintain operating standards ...

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 ...

Acusensus

Help Desk Supervisor

Las Vegas, NV · On-site

$55K - $65K/yr

About the role You'll be the person the Help Desk team turns to as the escalation point, the mentor, and the one who keeps 24/7 coverage running smoothly, even when it means stepping in yourself.

Stellar IT Group

Service Desk Team Lead

Miami, FL · On-site

Service Desk Team Lead Location : Miami , FL OR Dallas, TX Type: 6 month contract to hire Job Details: * Looking for 2-3 years as a lead is good, or a newer lead he would take as well. * They will be ...

Global IT Family

Help Desk Technician

Nashville, TN · On-site

$19.25 - $26/hr

Nashville, TN Duration: 6 Months Onsite Metro ITS is looking for a Help Desk Technician to join our 24x7x365 Tier 1 Help Desk team. The Help Desk is the first point of contact for Metro Nashville ...

New

American Ops

Help Desk Lead

Montgomery, AL · On-site

The Help Desk Lead governs ticket intake, triage, queue management, escalation coordination, operational communication, and Help Desk metrics tracking across FMxC2, IMDS/IMDS-MSM, FEM, and PAMS. This ...

Logical Position

Service Desk Team Lead

Portland, OR · On-site

$75K - $85K/yr

Access to free and confidential coaching, counseling, work-life balance, and self-help resources ... Lead a Service Desk team to deliver reliable support, high service quality, a positive customer ...

American Operations Corp.

Help Desk Lead

Montgomery, AL · On-site

The Help Desk Lead governs ticket intake, triage, queue management, escalation coordination, operational communication, and Help Desk metrics tracking across FMxC2, IMDS/IMDS-MSM, FEM, and PAMS. This ...

Logical Position

Service Desk Team Lead

Portland, OR · Hybrid

$75K - $85K/yr

Access to free and confidential coaching, counseling, work-life balance, and self-help resources ... Lead a Service Desk team to deliver reliable support, high service quality, a positive customer ...

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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 Sep 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.

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.

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.

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 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.

More about Help Desk Team Lead jobs

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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, 77% Full Time, 18% Part Time, and 4% Contract. Highlights an 87% Physical, 2% Hybrid, and 11% Remote job distribution, with an average salary of $63,130 per year, or $30.4 per hour.

Reactive Service Desk/ Sr. Help Desk Engineer

On-site

Onsite Logic
Network Security • 1 - 10 employees
Learn more about Onsite Logicexternal

$55K - $75K/yr

Other

Posted 13 days ago

Job description

Onsite Logic: Reactive Service Desk/ Sr. Help Desk Engineer

Are you a tech whiz with a knack for solving problems and building relationships? Do you thrive in a fast-paced environment and enjoy helping others? Then join Onsite Logic as a Reactive Service Desk/ Sr. Help Desk Engineer!

About the Role

As a Reactive Service Desk/ Sr. Help Desk Engineer at Onsite Logic, you'll be the first line of defense for our valued clients. You'll tackle intermediate IT issues onsite and remotely, ensuring their technology runs smoothly and efficiently. You'll wear many hats, troubleshooting hardware and software, providing expert advice, and continuously improving our service delivery.

Responsibilities
  • Tech Problem Solver: Resolve intermediate scheduled and reactive service calls, both onsite and remotely. Utilize your expertise to diagnose and fix issues, ensuring timely resolutions.
  • Hardware & Software Guru: Independently install and troubleshoot client hardware and software, ensuring optimal performance and security.
  • Client Success Champion: Provide comprehensive IT advice and training to clients, empowering them to leverage technology effectively.
  • Data-Driven Improvement: Conduct regular ticket reviews, report findings to the Service Desk Team Lead, and identify opportunities to enhance service delivery through process improvement suggestions.
  • Documentation Master: Maintain detailed and accurate documentation for all service requests, ensuring clear communication and future reference.
  • Client Relationship Builder: Proactively maintain and improve customer satisfaction and relationships, fostering trust and loyalty.
Qualifications
  • - Associate’s degree in information technology or a related field, or equivalent experience. (Required)
  • - 3-5 years of IT Helpdesk experience within a Managed Services Provider (MSP) environment
  • - Advanced knowledge of IT and cybersecurity concepts
  • - Strong experience working with IT ticketing systems (e.g., ServiceNow, Jira)
  • - Network+ or Security+ certification (preferred)
  • - Familiarity with TruMethods framework a plus.
Success Metrics

Maintain an impressive track record with key performance indicators (KPIs):

  • Less than 3% escalation rate
  • Average resolution time under 1.0 hours
  • First contact close rate of 75%
  • 8 tickets closed per business day

Identify and propose at least one process improvement initiative per quarter

Ensure 98% accuracy and timeliness when updating service request documentation

Benefits
  • -Competitive salary and benefits package
  • - Opportunity to work in a dynamic and collaborative environment
  • - Ongoing training and professional development opportunities
  • - Be part of a team dedicated to client success

Salary range: $55,000 – $75,000, depending on experience, skills, and geographic location

Onsite Logic: Empowering businesses through exceptional IT support.

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