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It Help Desk Lead Jobs (NOW HIRING)

SOSi

Help Desk Lead

Doral, FL · On-site

SOSi is seeking a Help Desk Lead to support mission requirements for a structured approach to ... Coordinate help desk workflows using IT service management (ITSM) platforms such as ServiceNow or ...

SOSi

Help Desk Lead

Doral, FL

SOSi is seeking a Help Desk Lead to support mission requirements for a structured approach to ... Coordinate help desk workflows using IT service management (ITSM) platforms such as ServiceNow or ...

Arcadia University

IT Help Desk Manager

Glenside, PA · On-site

The IT Help Desk Manager reports directly to the Assistant Vice President of IT and is in a hands-on position responsible for supervising and coordinating the operation and maintenance of the ...

TRAPP TECHNOLOGY INC

IT Help Desk

Phoenix, AZ · On-site +1

$17 - $24/hr

We help organizations simplify technology, improve security, and support growth through proactive ... IT services environment through tickets, chat, and phone support. This role troubleshoots customer ...

PIPESTONE

IT Service Desk Lead

Sioux Falls, SD · On-site

$65K - $80K/yr

PIPESTONE is looking for an IT Service Desk Lead to oversee daily help desk operations, support escalated technical issues, and help drive exceptional service for our internal customers. What You'll ...

PIPESTONE

IT Service Desk Lead

Pipestone, MN · On-site

$65K - $80K/yr

PIPESTONE is looking for an IT Service Desk Lead to oversee daily help desk operations, support escalated technical issues, and help drive exceptional service for our internal customers. What You'll ...

ford agency

IT Help Desk Technician

Washington, DC

$51K - $82K/yr

The Ford Agency is actively recruiting for an IT Help Desk Technician for a top DC law firm. This individual will join a busy team, provide IT support to end-users, identify trends with incidents and ...

DOCUmation

IT Help Desk Engineer

San Antonio, TX

Position : IT Help Desk Engineer Department : MIT Help Desk Reports To : IT Service Delivery Manager Salary grade : DOE FLSA Statu s: Full Time / Exempt Location : San Antonio Description The IT Help ...

Texas Wesleyan University

IT Help Desk

Fort Worth, TX · On-site

The role involves assisting with IT support, troubleshooting, and providing excellent customer ... warehouse, Help Desk and tech benches orderly and safe by keeping area organized and ready for ...

STI

IT Help Desk Technician

Nashville, TN · On-site

As the modernization effort continues to grow, it is very important to have sufficient resources in place to support that growth. IT Help Desk Technician responsibilities include serving as the first ...

ESP Associates

IT Help Desk Technician

Victoria, TX · On-site

ESP Associates, Inc. is seeking an IT Help Desk Technician in our Victoria, TX office. This is an excellent opportunity for a service-oriented professional with some hands-on IT support experience ...

Tecta Corporate

IT Help Desk

Rosemont, IL · On-site

$80K - $90K/yr

... IT Helpdesk. This is a high-profile position that will oversee 1500+ devices. Bilingual Spanish ... Help Desk Ticket Management (Manage Engine ServiceDesk Plus) * Dell Desktops and Laptops * Multi ...

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All JobsIt Help Desk Lead Jobs

It Help Desk Lead information

See salary details

$21.5K

$63.1K

$118.5K

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

As of Aug 11, 2026, the average yearly pay for it help desk 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 an IT Help Desk Lead balance technical troubleshooting with team management responsibilities?

As an IT Help Desk Lead, you are expected to split your time between resolving complex technical issues and overseeing the daily operations of the help desk team. This includes providing guidance and training to junior technicians, monitoring ticket queues, ensuring service level agreements are met, and acting as an escalation point for unresolved problems. Effective time management and strong communication skills are key, as you'll often need to prioritize urgent technical tasks while also supporting your team's professional development and workflow. Collaboration with other IT departments is also common, especially when addressing widespread technical incidents or implementing new processes.

What is an IT Help Desk Lead?

IT Help Desk Leads are professionals responsible for overseeing a team of IT support specialists who assist users with technical issues related to computer systems, software, and hardware. They coordinate daily operations, assign tasks, and ensure timely resolution of help desk tickets. Additionally, IT Help Desk Leads often provide training, handle escalated issues, and help implement best practices for customer service and technical troubleshooting. Their role is crucial for maintaining smooth IT operations and ensuring high levels of user satisfaction.

What are the key skills and qualifications needed to thrive as an IT Help Desk Lead?

To thrive as an IT Help Desk Lead, you need a solid background in IT troubleshooting, network fundamentals, and customer support, often supported by a bachelor’s degree in IT or a related field. Familiarity with ticketing systems like ServiceNow, remote desktop tools, and certifications such as CompTIA A+ or ITIL are typically required. Strong leadership, problem-solving abilities, and excellent communication skills help you manage a team and resolve user issues efficiently. These skills ensure effective IT service delivery, high team performance, and improved user satisfaction within an organization.

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

AspectIt Help Desk LeadIt Help Desk Technician
CertificationsCompTIA A+, Network+, ITILCompTIA A+, HDI Support Center Analyst
Work EnvironmentSupervises support team, manages escalationsProvides technical support to end-users
ResponsibilitiesLead support operations, coordinate team effortsResolve user issues, troubleshoot hardware/software

The It Help Desk Lead typically oversees support teams, manages escalations, and ensures service quality, requiring leadership skills and certifications. In contrast, the It Help Desk Technician focuses on directly resolving technical issues for users. Both roles often share similar certifications and work environments, but their responsibilities differ in scope and leadership level.

More about It Help Desk Lead jobs
What cities are hiring for It Help Desk Lead jobs? Cities with the most It Help Desk Lead job openings:
What states have the most It Help Desk Lead jobs? States with the most job openings for It Help Desk Lead jobs include:
What job categories do people searching It Help Desk Lead jobs look for? The top searched job categories for It Help Desk Lead jobs are:
It Help Desk Lead jobs near you
Infographic showing various It Help Desk Lead job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 68% Full Time, 27% Part Time, and 4% Contract. Highlights an 93% Physical, 2% Hybrid, and 5% Remote job distribution, with an average salary of $63,130 per year, or $30.4 per hour.

Help Desk Lead

SOSi

Doral, FL • On-site

Full-time

Re-posted 23 hours ago

Job description

Company Description
Founded in 1989, SOSi is among the largest private, founder-owned technology and services integrators in the defense and government services industry. We deliver tailored solutions, tested leadership, and trusted results to enable national security missions worldwide.
Job Description
**This position is contingent upon contract award**
SOSi is seeking a Help Desk Lead to support mission requirements for a structured approach to further develop, integrate, and sustain a scalable, federated data ecosystem that enhances interoperability, governance, and mission-driven analytics for a DoD customer. The primary objective of the program is to bridge the operational gaps between DoD, IC, interagency, and non-traditional international partners to enable real-time information sharing, dynamic data integration, and mission-tailored analytical capabilities.
Essential Job Duties:
  • Manage global authentication support operations, ensuring efficient troubleshooting of user access issues related to IAM, security policies, and cloud authentication systems.
  • Develop and enforce Service Level Agreements (SLAs) for response times, ticket resolution, and escalation procedures.
  • Coordinate help desk workflows using IT service management (ITSM) platforms such as ServiceNow or JIRA, ensuring structured ticket tracking and reporting.
  • Provide technical support for CAC authentication, Single Sign-On (SSO), Multi-Factor Authentication (MFA), and access control policies.
  • Submit the Help Desk Performance & Support Metrics Report, detailing ticket resolution rates, user support trends, and SLA adherence

Qualifications
Minimum Requirements
  • Active TS-SCI Clearance.
  • Bachelor's degree in Information Technology, Computer Science, or a related field, or
    • five (5) years of equivalent experience in IT service management.
  • Demonstrated experience in managing a help desk team, implementing IT support workflows, and ensuring Service Level Agreement (SLA) compliance.
  • Experience with remote desktop management, enterprise device provisioning, and IT asset tracking is required.
  • Possess the knowledge and capability to lead and manage a technical help desk team, ensuring high-quality IT support services for cloud-based and on-premises environments.
  • Proficient in ITIL service management principles, troubleshooting methodologies, and ticketing system administration (JIRA, ServiceNow).
  • Strong customer service, team leadership, and incident resolution skills are required.

Preferred Qualifications
  • Desirable but not required certifications include ITIL Foundation Certification, Microsoft Certified: Modern Desktop Administrator Associate, or CompTIA A+.

Additional Information
Work Environment
  • Normal office conditions.

Working at SOSi
All interested individuals will receive consideration and will not be discriminated against for any reason.

Apply