Help Desk Support Lead

SNI Technology; Woodland Park (CO); On-site; USD 80,000 - 115,000; Full time

Job summary

SNI Technology in Woodland Park, CO is seeking an experienced lead IT support professional to oversee deskside and help desk operations. You will mentor teammates, own escalation paths, and ensure timely resolution of complex tickets.

The ideal candidate has 7+ years in support, 3+ years in a lead role or Tier III escalation, and hands-on experience with ConnectWise, ServiceNow, Zendesk, Windows 10/11, Office 365, and VMware.

Qualifications

• 7+ years in Help Desk or deskside support.
• 3+ years in a lead role or Tier III escalation.
• Hands-on experience with ticketing systems (ConnectWise, ServiceNow, Zendesk).
• Proficient in Windows 10/11 troubleshooting.
• Proficient in Office 365 support and configuration.
• Experience with VMware virtualization.

Skills

Help desk experience

Leadership / escalation

Windows 10/11 troubleshooting

Office 365 troubleshooting

VMware virtualization

Tools

ConnectWise

ServiceNow

Zendesk

VMware

Job description

• Minimum 7 years of Help Desk or deskside support experience.
• Minimum 3 years of experience in a lead role or as a Tier III escalation resource
• Hands-on experience with ticketing systems (e.g., ConnectWise, ServiceNow, Zendesk).
• Microsoft Windows 10 and 11: Proficient in supporting and troubleshooting Windows operating systems.
• Experience with Office 365: Proficient in supporting and troubleshooting Office 365 applications, including configuration, email systems, and collaborative tools.
• Virtualization technologies, including VMware