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Help Desk Team Lead
Help Desk Team LeadAddison Group • Austin, TX, US
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Help Desk Team Lead

Help Desk Team Lead

Addison Group • Austin, TX, US
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Direct message the job poster from Addison Group

The Deskside Support Team Lead is a hands-on leadership position responsible for delivering high-level Tier II support while supervising a team of Deskside Support Technicians across regional office locations. This role balances technical expertise with people leadership and process improvement. Based in Austin, TX, you will ensure high-quality support services, coach team members, manage escalations, and contribute to improving IT support operations.

Responsibilities :

  • Supervise remote deskside support technicians nationwide and oversee daily performance.
  • Provide task direction, coaching, mentoring, and career development support.
  • Conduct daily stand-ups and weekly syncs with the Deskside Support Manager.
  • Monitor ticket queues and ensure adherence to SLAs and KPIs.
  • Serve as the escalation point for complex Level 2–3 issues, collaborating with infrastructure and infosec teams.
  • Maintain process compliance and uphold documentation standards.
  • Collaborate with Level 1 support to streamline ticket triage and escalation.
  • Identify recurring issues and recommend processes or tool enhancements.

Technical Support

  • Deliver white-glove support and high-touch service, including C-level executives.
  • Provide hands-on support for hardware, software, peripherals, and network connectivity.
  • Manage deployments, refreshes, device imaging, and asset inventory.
  • Support Windows 10 / 11, Office 365, Outlook, and enterprise applications.
  • Troubleshoot issues on laptops, desktops, mobile devices, and printers.
  • Maintain and support A / V systems in conference rooms to ensure meeting readiness.

    • Knowledge, Skills, Education :

  • 4–6 years of experience in corporate Help Desk or Deskside Support
  • 1–2 years in a leadership or team lead role
  • Strong customer service orientation and interpersonal skills
  • Expertise in Windows 10 / 11, Active Directory, device imaging, and account provisioning
  • Familiarity with ITILv3 or ITIL 4 framework
  • Familiarity with macOS, SCCM, Intune, Azure, and ticketing systems like ConnectWise
  • Understanding of networking fundamentals (TCP / IP, DNS, DHCP, VLANs).
  • Experience supporting mobile devices and maintaining IT asset inventory
  • Highly organized with excellent written and verbal communication
  • Willing to work occasionally off-hours or weekends as needed
  • Resourcefulness and problem-solving aptitude
  • Ability to create your own Healthcare package; BCBS medical, dental, and vision - it's your choice!
  • 401(K) with up to 4% matching
  • Flexible PTO
  • Addison Group Wellness Program

    • Location :

    Austin, TX (On-site Mon–Thurs; Remote Fridays)

    Seniority level

    Seniority level

    Mid-Senior level

    Employment type

    Employment type

    Full-time

    Job function

    Job function

    Information Technology

    Industries

    Staffing and Recruiting

    Referrals increase your chances of interviewing at Addison Group by 2x

    Inferred from the description for this job

    Medical insurance

    Vision insurance

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