Help Desk Lead — IT Support & Team Leadership

GeoStabilization International®; Westminster (CO); On-site; USD 71,000 - 88,000; Full time

Job summary

GeoStabilization International (GSI) seeks a Helpdesk Lead to own daily IT helpdesk operations across a distributed, multi-site workforce in Westminster, CO. You will blend hands-on Tier 2/3 support with team leadership, coaching, and performance coaching, driving service quality and measurable helpdesk metrics.

With 3+ years in IT support and at least 1 year in a supervisory role, you will manage tickets, staffing, onboarding, and knowledge base development while collaborating with

Qualifications

• Associate's or bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• 3+ years of helpdesk/IT support experience, including at least 1 year in a lead or supervisory capacity.
• Strong knowledge of Windows operating systems, Active Directory, and Microsoft 365.
• Experience with ticketing systems (e.g., ServiceNow, Zendesk, SolarWinds, Jira Service Management).
• Solid understanding of networking fundamentals (TCP/IP, DNS, VPN) and common business applications.
• Excellent communication, customer service, and conflict‑resolution skills.
• Strong organizational skills with the ability to manage competing priorities and multiple tickets simultaneously.

Responsibilities

• Supervise, schedule, and mentor helpdesk technicians, ensuring adequate coverage across all shifts.
• Conduct regular one‑on‑ones, performance reviews, and training sessions to develop team skills.
• Serve as the first point of escalation for complex or high‑priority technical issues.
• Onboard new team members and maintain training documentation and knowledge base articles.
• Monitor ticket queues to ensure requests are triaged, assigned, and fully resolved.
• Review and prioritize incoming tickets, reassigning work as needed to higher support tiers.
• Track and report on key metrics such as response time, resolution time, ticket volume, and customer satisfaction.
• Identify recurring issues and coordinate with IT teams on root‑cause resolution.
• Provide hands‑on Tier 2/3 support for hardware, software, network, and account access issues.
• Troubleshoot and resolve issues involving operating systems, business applications, printers, and peripherals.
• Manage user account provisioning, deprovisioning, and access permissions.
• Support IT asset management, including inventory tracking and equipment deployment and recovery.
• Develop and maintain standard operating procedures, runbooks, and troubleshooting guides.
• Recommend and implement improvements to ticketing systems, workflows, and support tools.
• Evaluate helpdesk software, automation opportunities, and self‑service resources to improve efficiency.
• Communicate service outages, planned maintenance, and known issues to stakeholders.
• Prepare regular reports on helpdesk performance for IT management.
• Act as a liaison between the helpdesk team and other IT functions (infrastructure, security, applications).

Skills

Windows OS

Active Directory

Microsoft 365

Networking basics

TCP/IP

DNS

VPN

Ticketing systems

Communication

Customer service

Conflict resolution

Organizational skills

Education

Associate's or Bachelor's degree in IT or related field

Tools

ServiceNow

Zendesk

SolarWinds

Jira Service Management

Job description

GeoStabilization International (GSI) seeks a Helpdesk Lead to own daily IT helpdesk operations across a distributed, multi-site workforce in Westminster, CO. You will blend hands-on Tier 2/3 support with team leadership, coaching, and performance coaching, driving service quality and measurable helpdesk metrics.

With 3+ years in IT support and at least 1 year in a supervisory role, you will manage tickets, staffing, onboarding, and knowledge base development while collaborating with