Help Desk Team Lead

Agency VA offers a hybrid work arrangement in Pleasant Grove, UT, with a salary of USD 55,000 - 58,000 per yearly. This leadership role owns the Help Desk operations, delivering reliable technical support across the organization while guiding continuous improvement to scale with company growth. The role requires a minimum of 3 years of experience and an Associate's Degree or Bachelor's Degree.

Benefits include:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Responsibilities

• Own the Help Desk operations for AgencyVA, setting direction and ensuring reliable support delivery.
• Coach, mentor, and develop Help Desk staff to raise performance and service quality.
• Define, monitor, and report on KPIs and service metrics to drive improvement.
• Provide regular coaching, training, and performance reviews for the team.
• Foster accountability and ownership across the Help Desk function.
• Identify staffing, process, and technology improvements to support company growth.
• Prioritize and manage ticket queues to ensure timely issue resolution.
• Monitor and ensure adherence to service level agreements (SLAs).
• Analyze ticket trends to identify recurring issues and design long-term solutions.
• Act as the escalation point for complex technical issues.
• Maintain clear communication and follow-up throughout the support process.
• Own and maintain the AgencyVA IT Knowledge Base.
• Develop and update standard operating procedures, troubleshooting guides, and support documentation.
• Create repeatable processes that improve efficiency and consistency.
• Keep documentation current as systems and procedures evolve.
• Provide first-level and second-level technical support to employees, virtual assistants, and internal stakeholders.
• Troubleshoot issues related to hardware, software, printers, internet connectivity, mobile devices, and business applications.
• Support Microsoft 365, Google Workspace, VoIP systems, cloud-based applications, and other business technology platforms.
• Create, manage, and troubleshoot user accounts, passwords, permissions, and access requests.
• Assist with onboarding and offboarding activities, including account provisioning, equipment setup, and technology orientation.
• Develop KPI dashboards and reporting for leadership.
• Identify opportunities to automate repetitive support tasks.
• Recommend technology and workflow improvements to increase efficiency and user satisfaction.
• Partner with leadership to improve IT support strategies and scalability.
• This position requires a leader who takes complete ownership of the Help Desk function, developing the team, establishing performance metrics, maintaining documentation, and ensuring an exceptional support experience for all users.

Requirements

• 3+ years of experience in a Help Desk, Technical Support, or IT Support role.
• Previous experience leading, mentoring, or supervising support personnel.
• Proven ability to develop KPIs, reporting metrics, and drive performance improvements.
• Strong knowledge of Microsoft 365, Google Workspace, Windows operating systems, and common business applications.
• Experience supporting remote users and cloud-based environments.
• Excellent customer service, communication, and leadership skills.
• Strong troubleshooting and problem-solving abilities.
• Experience creating and maintaining technical documentation and knowledge bases.
• Ability to manage multiple priorities in a fast-paced environment.
• Must be able to work onsite in Pleasant Grove, UT on designated in-office days and as business needs require.

Technologies

• Microsoft 365
• Google Workspace
• Windows operating systems
• VoIP systems
• Microsoft Entra ID (Azure AD)
• Intune