Help Desk Team Lead: Tech Support & Mentorship

Milner Technologies; Norcross (GA); On-site; USD 65,000 - 85,000; Full time

Job summary

Milner Technologies in Norcross, GA seeks a Helpdesk Team Lead to coordinate technical support and mentor the HelpDesk team. You will ensure policy compliance and timely resolution of complex issues, driving service levels and ticket ownership.

The role requires a 4-year IT-related degree, strong networking, and hands-on helpdesk experience. Microsoft 365 and CompTIA Network+/Security+ certifications are preferred, with occasional field support as needed.

Qualifications

• 4-year college degree in a technical field or equivalent experience.
• Technical hardware knowledge.
• Microsoft 365 Certified preferred.
• CompTIA Network+, CompTIA Security+ preferred.

Responsibilities

• Mentor and train teammates assuring a base line level of required knowledge team wide.
• Monitor incoming tickets by priority and expedite resources as necessary.
• Monitor customer environments with provided remote management tools.
• Assist customers with software and desktop issues.
• Maintain schedule; monitor team adherence to scheduling and productivity.
• Avoid unnecessary calls or recurring work.
• Aid all tiered helpdesk analysts with troubleshooting and preventative maintenance procedures.
• Participate in training and self-study programs to gain and maintain appropriate product knowledge.
• Complete equipment installations according to schedule and train customers in all operations of assigned equipment.
• Communicate with customers, dispatch personnel, and managers to resolve problems in an expedient manner.
• Complete required paperwork and ticket updates in an accurate and timely manner on every call.
• Write knowledge base articles of resolution to assist in future troubleshooting.
• Perform other duties as required.

Skills

Helpdesk experience

Networking

Server OS

Apple OS

Network training

Customer service

Communication

Education

Bachelor's degree in IT/MIS or related field

Microsoft 365 Certified

CompTIA Network+

CompTIA Security+ preferred

Job description

Milner Technologies in Norcross, GA seeks a Helpdesk Team Lead to coordinate technical support and mentor the HelpDesk team. You will ensure policy compliance and timely resolution of complex issues, driving service levels and ticket ownership.

The role requires a 4-year IT-related degree, strong networking, and hands-on helpdesk experience. Microsoft 365 and CompTIA Network+/Security+ certifications are preferred, with occasional field support as needed.