Role Overview

We are currently looking for a Help Desk Team Lead with strong technical and leadership experience to lead our service desk team. This role is ideal for someone who enjoys a busy, hands-on environment, mentoring team members, and continuously improving how we support our clients. The right person is both business-minded and growth-oriented, with a strong focus on delivering exceptional service.

About the role

The Help Desk Team Lead will oversee daily help desk operations, manage technicians, and ensure support requests are handled efficiently and professionally. This person will act as a bridge between technicians, leadership, and clients to maintain service quality and operational efficiency.

You will be responsible for improving workflows, maintaining SLA performance, mentoring staff, and helping elevate the overall client support experience.

What you'll do

Team Coordination & Support

• Supervise and mentor help desk technicians
• Deliver technical guidance and support
• Provide ongoing guidance and feedback to help desk staff
• Foster a culture of accountability, responsiveness, and client service

Help Desk Operations

• Oversee daily help desk operations and ticket queues
• Resolve complex technical issues and escalated tickets alongside the help desk team
• Ensure support tickets are prioritized and resolved within SLAs
• Monitor technician workload and resource allocation
• Escalate complex issues when necessary

Service Delivery

• Maintain high levels of client satisfaction and responsiveness
• Monitor ticket metrics, response times, and resolution times
• Identify opportunities to improve processes and service efficiency
• Ensure proper communication with clients during incidents or outages
• Support network, server, endpoint, and cloud troubleshooting

Process & Documentation

• Ensure proper documentation of systems, configurations, and procedures
• Maintain a strong understanding of client environments and infrastructure
• Implement best practices for ticket handling and issue resolution

Qualifications

• 5+ years of IT support experience
• 2+ years in a leadership or supervisory role
• Experience working for an MSP is strongly preferred
• Strong troubleshooting skills across Windows environments, networking, and cloud platforms
• Experience with ticketing systems and IT service management tools
• Excellent communication and leadership skills
• Ability to manage multiple priorities in a fast-paced environment

Preferred Technical Experience

• Microsoft 365 and Azure administration
• Windows Server environments
• Networking (firewalls, switches, VLANs, VPNs)
• Endpoint management and security tools
• Backup and disaster recovery solutions
• PSA/RMM platforms commonly used by MSPs

What Success Looks Like in This Role

• The help desk team consistently resolves tickets efficiently and meets SLA targets
• Escalated technical issues are handled smoothly, with minimal client impact
• Client environments remain stable, secure, and well-documented
• Technicians feel supported, confident, and are continuously improving their skills
• Processes are organized, repeatable, and contribute to a high-quality client experience
• The team is empowered to proactively identify and prevent issues before they impact clients

Why Work at IT TechPros

IT TechPros is a great place to advance your IT career. This role offers hands-on exposure to more complex IT environments, direct collaboration with senior engineers and cybersecurity professionals, and participation in projects that deepen your technical skills. Strong performance leads to expanded responsibilities, deeper specialization, and clear paths into senior support or cybersecurity-focused roles.

We also focus on creating a workplace where people are supported and equipped to do their best work:

• Health and dental coverage
• Generous vacation time that increases with tenure, allowing you to disconnect and recharge
• Company laptop and phone stipend to stay equipped and connected
• Ongoing training and certification support to continue building your skills
• Real-world experience with a well-established MSP and opportunities for career advancement
• Team lunches and seasonal events at some of San Diego's best spots

Reporting Structure

This role reports to the Chief Technology Officer and works closely with senior engineers and other departments.

About IT TechPros

IT TechPros is a growing Managed Service Provider (MSP) based in San Diego. We help businesses streamline their IT operations, strengthen cybersecurity, and eliminate the day-to-day technology headaches that slow organizations down.

Our team supports a wide range of clients across multiple industries, and we are committed to delivering responsive, high-quality IT support that businesses can depend on.