IT Help Desk Lead—Servant-Driven Tech Leader

Impactcs; Madison (WI); On-site; USD 60,000 - 80,000; Full time

Job summary

City Church Ministries seeks an IT Help Desk Lead Technician to support the IT Manager in maintaining our infrastructure 24/7 and deliver advanced technical support to pastors, staff, and teachers. You will mentor the Tier-1 team and ensure SLA performance across ministries.

The role blends strong technical expertise with a servant-hearted approach in a faith-driven environment, handling server/network duties and Microsoft 365/Google Workspace administration.

Qualifications

• High school diploma or equivalent (required).
• Certification or degree (preferred): CompTIA (Network+, Security+), Microsoft, Cisco or equivalent.
• 4 - 6 years in IT support with 18 months technical experience at Tier-2 or above.
• Strong knowledge of servers and networking (TCP/IP, DNS, DHCP, firewalls, switches, routers, VPNs) desired.
• Experience with SLA management and coaching/mentoring staff is beneficial.

Responsibilities

• Leadership: Direct the staff and overall helpdesk operations to achieve SLA times and satisfaction of supported ministries.
• Tier 2 Technical Support: Deliver concierge-style support remotely and in-person to pastors, staff, and teachers, resolving issues.
• Server & Network Administration: Manage Windows Server environments and network infrastructure (LAN, VLANs, DHCP, DNS, firewalls, switches, routers, VPNs).
• Microsoft 365 & Google Workspace Administration: Manage and support Microsoft 365 and Google Workspace environments.
• Technology Deployment & Management: Deploy, configure, and maintain virtualized servers, workstations, mobile devices, Chromebooks, and IP phones.
• Multi-Platform Support: Provide troubleshooting across PC, Mac, Linux, Android, iOS.
• System Maintenance: Routine maintenance on servers/workstations/mobile devices, updates and repairs.
• Service Management: Log, track, prioritize, and delegate support requests; meet SLA requirements.
• System Monitoring & Security: Proactively monitor and enforce security best practices.
• Team Collaboration: Support, lead and mentor other team members and volunteers.
• Other Duties: Projects, documentation and other IT duties as assigned.

Skills

Leadership

Tier-2 support

SLA management

Mentoring

Communication

Problem solving

Education

High school diploma

CompTIA certs

Microsoft

Cisco

Tools

Windows Server

Active Directory

DNS & DHCP

Job description

City Church Ministries seeks an IT Help Desk Lead Technician to support the IT Manager in maintaining our infrastructure 24/7 and deliver advanced technical support to pastors, staff, and teachers. You will mentor the Tier-1 team and ensure SLA performance across ministries.

The role blends strong technical expertise with a servant-hearted approach in a faith-driven environment, handling server/network duties and Microsoft 365/Google Workspace administration.