Help Desk Team Lead

Addison Group

Austin (TX)

Hybrid

USD 90,000 - 100,000

Full time

14 days+

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Benefits offered by this job

Medical insurance

Vision insurance

401(K) with up to 4% matching

Flexible PTO

Wellness Program

Job summary

A leading staffing and recruiting company seeks a Deskside Support Team Lead in Austin, TX. This hands-on leadership position will supervise a team of technicians while ensuring high-quality IT support services. The ideal candidate has extensive experience in Help Desk support and a strong focus on customer service. Competitive benefits include customizable health packages and flexible work arrangements.

Qualifications

Strong expertise in Windows 10/11, device imaging, and account provisioning.
Familiarity with ITILv3 or ITIL 4 framework.
Experience supporting mobile devices and maintaining IT asset inventory.

Responsibilities

Supervise remote deskside support technicians nationwide.
Deliver high-touch service including support for C-level executives.
Serve as the escalation point for complex Level 2–3 issues.

Skills

Customer service orientation

Interpersonal skills

Problem-solving aptitude

Organizational skills

Education

4–6 years in corporate Help Desk or Deskside Support

1–2 years in a leadership role

Tools

Windows 10/11

Active Directory

SCCM

Intune

Azure

ConnectWise

Job description

Direct message the job poster from Addison Group

The Deskside Support Team Lead is a hands-on leadership position responsible for delivering high-level Tier II support while supervising a team of Deskside Support Technicians across regional office locations. This role balances technical expertise with people leadership and process improvement. Based in Austin, TX, you will ensure high-quality support services, coach team members, manage escalations, and contribute to improving IT support operations.

Responsibilities:

Supervise remote deskside support technicians nationwide and oversee daily performance.
Provide task direction, coaching, mentoring, and career development support.
Conduct daily stand-ups and weekly syncs with the Deskside Support Manager.
Monitor ticket queues and ensure adherence to SLAs and KPIs.
Serve as the escalation point for complex Level 2–3 issues, collaborating with infrastructure and infosec teams.
Maintain process compliance and uphold documentation standards.
Collaborate with Level 1 support to streamline ticket triage and escalation.
Identify recurring issues and recommend processes or tool enhancements.

Technical Support

Deliver white-glove support and high-touch service, including C-level executives.
Provide hands-on support for hardware, software, peripherals, and network connectivity.
Manage deployments, refreshes, device imaging, and asset inventory.
Support Windows 10/11, Office 365, Outlook, and enterprise applications.
Troubleshoot issues on laptops, desktops, mobile devices, and printers.
Maintain and support A/V systems in conference rooms to ensure meeting readiness.

Knowledge, Skills, Education:

4–6 years of experience in corporate Help Desk or Deskside Support
1–2 years in a leadership or team lead role
Strong customer service orientation and interpersonal skills
Expertise in Windows 10/11, Active Directory, device imaging, and account provisioning
Familiarity with ITILv3 or ITIL 4 framework
Familiarity with macOS, SCCM, Intune, Azure, and ticketing systems like ConnectWise
Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VLANs).
Experience supporting mobile devices and maintaining IT asset inventory
Highly organized with excellent written and verbal communication
Willing to work occasionally off-hours or weekends as needed
Resourcefulness and problem-solving aptitude
Ability to create your own Healthcare package; BCBS medical, dental, and vision - it’s your choice!
401(K) with up to 4% matching
Flexible PTO
Addison Group Wellness Program

Location:

Austin, TX (On-site Mon–Thurs; Remote Fridays)

Seniority level