Help Desk Lead: IT Support & SLA Champion

Cal Coast Credit Union; San Diego (CA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

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Job summary

Cal Coast Credit Union is seeking a Help Desk Lead to supervise IT support for 800+ desktops and 600+ staff across 26 branches. You will lead the Help Desk team, monitor SLAs, and ensure timely, high-quality resolutions while communicating technical concepts to non-technical users.

The role requires a degree in Computer Science or Information Systems, 5–7 years of related experience, and ITIL/CompTIA A+ certifications. Leadership and problem-solving are essential for success.

Qualifications

• Requires a degree in Computer Science or Information Systems.
• 5–7 years of related Help Desk experience.
• CompTIA A+ and ITIL certifications.
• Excellent written, oral, and interpersonal communication skills.

Responsibilities

• Lead Help Desk staff and provide hands-on support.
• Develop and monitor SLAs; triage and prioritize requests.
• Analyze performance and report metrics; improve QA and FCR.
• Coordinate ticket escalation and VIP ticket handling.
• Coach and mentor Help Desk staff.

Skills

Customer service

Communication

Analytical skills

Problem solving

Multi-tasking

Leadership

Education

Degree in Computer Science or Information Systems

Tools

Help Desk software

Microsoft Office

Mobile devices (iOS/Android)

Job description

Cal Coast Credit Union is seeking a Help Desk Lead to supervise IT support for 800+ desktops and 600+ staff across 26 branches. You will lead the Help Desk team, monitor SLAs, and ensure timely, high-quality resolutions while communicating technical concepts to non-technical users.

The role requires a degree in Computer Science or Information Systems, 5–7 years of related experience, and ITIL/CompTIA A+ certifications. Leadership and problem-solving are essential for success.