Help Desk Lead/Manager

Brilliant®; Cleveland (OH); On-site; USD 115,000 - 125,000; Full time

Job summary

Brilliant® is seeking a Help Desk Lead/Manager in Cleveland, OH to oversee daily IT support operations onsite and act as the senior escalation point for end-user issues. The role partners with stakeholders and vendors to ensure top-tier technology service across the organization.

You will mentor staff, develop processes, and drive continuous improvement in incident resolution, onboarding, and technology rollout initiatives.

Qualifications

• Bachelor's degree preferred in IT or related field.
• 5+ years in IT support, help desk, or end-user services.
• Experience as a senior escalation point for complex issues.
• Proven ability to improve support processes and service delivery.
• Strong troubleshooting across hardware, software, mobile devices, and business apps.

Responsibilities

• Lead daily help desk operations and act as primary escalation for complex issues.
• Monitor queues and metrics to meet service expectations.
• Develop and maintain help desk procedures, knowledge base, and SOPs.
• Mentor and guide help desk staff and assist with onboarding.

Skills

Troubleshooting

End-user support

Mentoring

Customer service

Education

Bachelor's degree in Information Technology

Tools

Microsoft 365

Job description

***This role is FTE only and not open to 3rd Party C2C***

***Our client is unable to consider sponsorship now or in the future***

Job Title: Help Desk Lead/Manager

Location: Cleveland, OH (5 days onsite)

Salary Range: 115-125k Target

Role Overview

• The IT Help Desk Lead serves as the senior point of contact for end-user technology support, ensuring employees receive timely, effective, and professional IT assistance. This role leads daily help desk operations, resolves complex technical issues, coordinates support activities, and drives continuous improvement of IT service delivery.
• The IT Help Desk Lead partners with business stakeholders, technology teams, and vendors to support users, improve processes, and maintain a positive technology experience across the organization.

Help Desk Leadership

• Lead day-to-day IT support operations and serve as the primary escalation point for complex end-user issues.
• Monitor ticket queues and support metrics to ensure timely resolution and adherence to service expectations.
• Establish and maintain help desk procedures, knowledge base documentation, and support standards.
• Promote a customer-focused approach to service delivery and user satisfaction.

User Support & Technology Services

• Provide advanced troubleshooting and support for desktop systems, laptops, mobile devices, collaboration tools, business applications, printers, and peripheral equipment.
• Coordinate onboarding, offboarding, user provisioning, hardware deployment, and technology setup activities.
• Support software installations, upgrades, patches, and user training initiatives.
• Partner with infrastructure, security, and application teams to resolve escalated issues.

Process Improvement & Project Support

• Identify recurring support issues and implement solutions to improve efficiency and user experience.
• Participate in technology rollouts, system upgrades, and business technology initiatives.
• Develop and maintain support documentation, training materials, and standard operating procedures.
• Assist with asset management, vendor coordination, and technology lifecycle planning.
• Provide guidance, mentoring, and daily direction to help desk and support staff.
• Assist with training, onboarding, and development of team members.
• Foster a collaborative, service-oriented culture focused on accountability and continuous improvement.

Qualifications

• Bachelor's degree in Information Technology or related field preferred.
• 5+ years of IT support, help desk, desktop support, or end-user services experience.
• Experience serving as a senior escalation point for technical support issues.
• Demonstrated experience improving support processes and service delivery.
• Strong troubleshooting skills across hardware, software, Microsoft 365, mobile devices, and business applications.
• Previous experience mentoring or leading support personnel preferred.