Help Desk Team Lead: Elevate Support & Team Growth

Integratedcooling; Goshen (IN); On-site; USD 65,000 - 95,000; Full time

Job summary

MapleTronics is seeking a Help Desk Team Leader to guide daily operations, set clear priorities, and foster team growth in Goshen, Indiana. You will balance queue health, escalations, and client communication while driving performance improvements.

The role emphasizes leadership, structured coaching, and practical IT support guidance to enhance service delivery and client satisfaction.

Qualifications

• Lead with clear priorities and regular feedback to teammates.
• Make sound judgments on ticket priority, impact, workload, and escalations.
• Communicate clearly with teammates, clients, and other departments.

Responsibilities

• Lead the team: Set clear expectations, conduct regular one-on-ones and team meetings, provide timely feedback, address performance concerns, and support teammate development.
• Manage Help Desk operations: Maintain visibility into queue health, priorities, capacity, aging tickets, and service risks. Ensure work has clear ownership and is progressing toward resolution.
• Protect the client experience: Ensure clients receive clear, timely communication and intervene when service delays, unclear ownership, or frustration put client confidence at risk.
• Coordinate escalations: Remove roadblocks, guide troubleshooting, and engage other teams when additional expertise or resources are needed. Ensure handoffs are clear, documented, and followed through.
• Improve performance: Use operational measures, client feedback, and recurring service patterns to coach teammates and improve workflows, documentation, knowledge sharing, and service practices.
• Collaborate across teams: Work with other Service Delivery leaders to balance resources, clarify ownership, communicate priorities, and improve the overall service experience.
• This is not a comprehensive list of responsibilities associated with the position. Additional tasks may be assigned, and the scope of the position may change as necessitated by business demands.

Skills

People leadership

Ticket prioritization

Clear communication

IT support guidance

Data-driven optimization

Job description

MapleTronics is seeking a Help Desk Team Leader to guide daily operations, set clear priorities, and foster team growth in Goshen, Indiana. You will balance queue health, escalations, and client communication while driving performance improvements.

The role emphasizes leadership, structured coaching, and practical IT support guidance to enhance service delivery and client satisfaction.