IT Help Desk Lead: Frontline IT Support Leader

BETA Technologies; South Burlington (VT); On-site; USD 80,000 - 95,000; Full time

Benefits offered by this job

Flight lessons

Onsite healthcare in Vermont

Lunch provided

RSUs/PSUs

Job summary

BETA Technologies in Vermont is seeking an IT Help Desk Lead to provide hands-on leadership for frontline technology support and scale IT services across facilities and teams. You will prioritize requests, troubleshoot across Windows, macOS, and Linux, and coach others to build consistent support standards.

The role requires 3+ years in IT support and strong communication. It is primarily on-site at the Production Facility with occasional travel and off-hours work as needed.

Qualifications

• 3+ years of IT support, service desk, desktop support, or technical operations experience.
• Ability to lead or coordinate a high-volume technical support queue, prioritize competing work, and drive requests to resolution with strong customer communication.
• Advanced troubleshooting proficiency across Windows and macOS, with working familiarity with Linux environments.
• Strong technical writing and process-documentation skills; ability to create clear instructions for both technical and nontechnical users.
• Clear verbal communication with the judgment to escale appropriately and coordinate across technical and business stakeholders.

Responsibilities

• Lead day-to-day Help Desk operations, including intake, triage, prioritization, and escalation for technology incidents and service requests
• Provide hands‑on support for endpoint hardware, operating systems, identity and access, productivity platforms, printers, conference-room audio/video, basic networking, and specialized business applications
• Coordinate support coverage and workflow across facilities; balance urgent operational needs, planned work, onsite service, and remote support
• Act as an escalation point and technical coach for Help Desk team members; share troubleshooting practices and build consistent support standards
• Own or coordinate end-user lifecycle work, including onboarding, offboarding, device provisioning, asset recovery, and access requests
• Partner with other leaders across the business to resolve access, endpoint, software, and security-related issues
• Create, maintain, and improve support documentation, knowledge articles, and training materials
• Use ticketing and collaboration data to identify trends, recurring problems, automation opportunities, and process improvements; communicate service risks, progress, and recommendations clearly to IT leadership

Skills

IT support

Technical leadership

Windows/macOS

Documentation

Communication

Tools

Ticketing systems

Job description

BETA Technologies in Vermont is seeking an IT Help Desk Lead to provide hands-on leadership for frontline technology support and scale IT services across facilities and teams. You will prioritize requests, troubleshoot across Windows, macOS, and Linux, and coach others to build consistent support standards.

The role requires 3+ years in IT support and strong communication. It is primarily on-site at the Production Facility with occasional travel and off-hours work as needed.