Help Desk Lead: IT Support & SLA Champion

California Coast Credit; San Diego (CA); On-site; USD 67,000 - 84,000; Full time

Job summary

California Coast Credit is seeking a Lead Analyst - Help Desk to supervise the IT Help Desk staff in San Diego, CA. You will establish SLAs, triage incidents, and drive timely resolutions while reporting on performance metrics.

The role includes coaching staff, improving processes, and maintaining knowledge bases to ensure high customer satisfaction. The position requires 5-7 years of Help Desk experience, CompTIA A+ and ITIL, plus strong communication and leadership skills.

Qualifications

• Requires a degree in Computer Science or Information Systems and 5-7 years of related work experience with Help Desk software, Windows 10/11, mobile devices and peripherals.
• Requires CompTIA A+ and ITIL certifications.
• Excellent written and interpersonal communication skills; able to multi-task and meet deadlines.

Responsibilities

• Lead Help Desk staff and coordinate triage, prioritization and resolution of requests.
• Develop and report on SLAs for all support activities.
• Monitor queues, track requests, and ensure timely resolution and high FCR.
• Audit tickets for accuracy and adherence to SLAs; drive process improvements.
• Provide end-user training and communicate technical issues in business terms.

Skills

Leadership

Empathy

Active listening

Grit

Intrinsic motivation

Creative problem-solving

Diversity & inclusion

Customer service

Education

Degree in Computer Science or Information Systems

CompTIA A+

ITIL

Tools

Help Desk software

Windows 10/11

Microsoft Office

Job description

California Coast Credit is seeking a Lead Analyst - Help Desk to supervise the IT Help Desk staff in San Diego, CA. You will establish SLAs, triage incidents, and drive timely resolutions while reporting on performance metrics.

The role includes coaching staff, improving processes, and maintaining knowledge bases to ensure high customer satisfaction. The position requires 5-7 years of Help Desk experience, CompTIA A+ and ITIL, plus strong communication and leadership skills.