Helpdesk Team Lead

This role provides technical leadership for an on-site Helpdesk team in Cleveland, OH. You will guide day-to-day support operations, mentor team members, and help ensure consistent service delivery aligned with IT support standards, Service Level Agreements, and client satisfaction goals.

Key Responsibilities

• Lead the Helpdesk team, evaluate performance, and support team development.
• Manage escalations for priority issues through resolution.
• Establish and maintain best practices across the technical support process.
• Create and update documentation to support consistent service delivery.
• Participate in internal leadership meetings and initiatives.
• Set and meet specific customer service standards.
• Improve customer support outcomes by responding to queries and handling escalated issues.
• Follow up with clients to identify areas for improvement.
• Provide customer feedback to the appropriate internal teams.
• Lead meetings with FIT teams to uphold SLAs, review client reports, and ensure metric accuracy.
• Conduct regular 1:1 meetings with team members.

Required Qualifications

• Professional, confident, reliable, trustworthy, and positive demeanor.
• Ability to troubleshoot, diagnose, and solve problems while documenting all steps taken for resolution.
• Hands-on experience with Helpdesk and remote support software.
• Ability to relay technical information and instructions in writing and verbally to clients with varying technical knowledge.
• Strong organizational and time management skills with a detailed, follow-through mindset.
• Customer-service oriented problem-solving approach.
• Basic understanding of varying versions of Microsoft Windows, Active Directory, Microsoft 365, and Group Policy.
• Knowledge of Microsoft Office applications, Microsoft developer tools, Antivirus, remote connection technologies, and PC troubleshooting skills for hardware and software.
• Comprehension of networking concepts and protocols, including TCP/IP addressing and VLANS.
• Ability to maintain confidentiality of information accessed, processed, or stored.
• Demonstrated ability to work and adapt in an evolving-priority environment.
• Demonstrated ability to follow processes and protocols.
• Demonstrated ability to meet deadlines and manage multiple tasks simultaneously.
• Demonstrated ability to learn software tools and applications, such as an asset tracking and ticketing system.
• Demonstrated ability to manage a team.
• Bachelors of Arts or Science or equivalent work experience.

Preferred Certifications

• A+, Network+, MTA, MCSA certifications are desirable.

Technologies You Will Work With

• Helpdesk and remote support software
• Microsoft Windows, Active Directory, Microsoft 365, Group Policy
• Microsoft Office applications, Microsoft developer tools
• Antivirus, remote connection technologies, PC troubleshooting
• TCP/IP addressing, VLANS
• Asset tracking and ticketing system

Salary and Education

Compensation: USD 55,000 - 65,000 per year (full-time).
Education: Bachelors of Arts or Science or equivalent work experience.

Benefits

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Working Conditions

• Normal office environment.
• Ability to sit for extended periods.
• Reliable transportation to the office.
• Occasional evening and weekend work.

Location and Employment Type

Location: Cleveland, OH (onsite).
In-person work location: Cleveland, OH 44115 (Required for commute and relocation before starting work).
Job Type: Full-time.

Application Instructions

To apply, submit an application online through FIT Technologies’ Career Center.

Additional Employer Statements

• FIT Technologies is a non-smoking workplace and does not hire tobacco/vape users.
• FIT Technologies is an equal opportunity employer and welcomes diversity in its employees.