Help Desk Team Lead

The Helpdesk Team Lead is responsible for overseeing global Help Desk operations, ensuring consistent and efficient delivery of technical support services to employees worldwide. This position is based in Beirut and manages technicians located in North America (primarily the United States and Canada) and other global offices. The Team Lead will supervise daily operations, act as the final escalation point for complex issues, mentor team members, and ensure adherence to IT service management processes and service-level agreements (SLAs).

Team Leadership and Supervision

• Oversee day-to-day global Help Desk operations, including ticket queue monitoring and workload distribution.
• Ensure team compliance with established SLAs and internal standards.
• Conduct regular ticket audits for accuracy, completeness, and categorization.

Technical Escalation and Support

• Serve as the final escalation point for unresolved or complex technical issues.
• Provide advanced troubleshooting for Microsoft 365, Active Directory, Intune, Defender, Azure AD, Windows, macOS, iOS, networking fundamentals, and enterprise applications.
• Collaborate with infrastructure, security, and application teams to resolve cross-functional incidents.

Mentorship and Team Development

• Provide coaching, training, and performance feedback to Help Desk Technicians (Tier I–III).
• Support professional development and career progression for team members.
• Lead onboarding, knowledge transfer, and continuous skill development initiatives.

Process Improvement and Documentation

• Identify workflow gaps and implement process improvements to enhance efficiency.
• Develop and maintain standard operating procedures (SOPs) and technical documentation.
• Ensure alignment with ITIL best practices for incident, request, and change management.

Collaboration and Reporting

• Communicate team performance, capacity, and systemic issues to IT leadership.
• Generate and maintain reports and dashboards for ticketing system performance (Jira Service Management).
• Coordinate with leadership on IT projects and initiatives that involve Help Desk support.

Education and Experience

• Bachelor's degree in Information Technology, Computer Science, or related field (preferred)
• Minimum 7–10 years of progressive IT support experience, including Tier III responsibilities (required)
• Minimum 2 years of experience in a team lead, supervisory, or mentorship capacity.(required)
• ITIL Foundations v4 certification (preferred)

Technical Skills

• Advanced knowledge of Microsoft 365 administration, Active Directory, Intune, Defender, and Azure AD.
• Proficiency with Jira Service Management (or similar ticketing platforms) and Confluence.
• Strong troubleshooting abilities across hardware, operating systems, and enterprise applications.
• Familiarity with ITIL frameworks and service management processes.
• Scripting or automation experience (PowerShell, Bash) preferred.

Soft Skills

• Strong leadership and supervisory skills with the ability to lead a distributed, global team.
• Excellent verbal and written communication skills; ability to interact with diverse stakeholders.
• High level of reliability, accountability, and operational consistency.
• Ability to build team engagement and foster a collaborative work environment.

Key Performance Indicators (KPIs)

• SLA compliance rate and ticket resolution metrics.
• Accuracy and quality of escalations.
• Reduction in backlog and reassignment of tickets.
• Positive feedback from peers, leadership, and cross-functional teams.
• Effectiveness of onboarding, mentorship, and documentation initiatives.
• Implementation and success of process improvements.