IT Help Desk Lead - Service Delivery Champion

Brilliant®; Cleveland (OH); On-site; USD 115,000 - 125,000; Full time

Job summary

Brilliant® is seeking a Help Desk Lead/Manager in Cleveland, OH to oversee daily IT support operations onsite and act as the senior escalation point for end-user issues. The role partners with stakeholders and vendors to ensure top-tier technology service across the organization.

You will mentor staff, develop processes, and drive continuous improvement in incident resolution, onboarding, and technology rollout initiatives.

Qualifications

• Bachelor's degree preferred in IT or related field.
• 5+ years in IT support, help desk, or end-user services.
• Experience as a senior escalation point for complex issues.
• Proven ability to improve support processes and service delivery.
• Strong troubleshooting across hardware, software, mobile devices, and business apps.

Responsibilities

• Lead daily help desk operations and act as primary escalation for complex issues.
• Monitor queues and metrics to meet service expectations.
• Develop and maintain help desk procedures, knowledge base, and SOPs.
• Mentor and guide help desk staff and assist with onboarding.

Skills

Troubleshooting

End-user support

Mentoring

Customer service

Education

Bachelor's degree in Information Technology

Tools

Microsoft 365

Job description

Brilliant® is seeking a Help Desk Lead/Manager in Cleveland, OH to oversee daily IT support operations onsite and act as the senior escalation point for end-user issues. The role partners with stakeholders and vendors to ensure top-tier technology service across the organization.

You will mentor staff, develop processes, and drive continuous improvement in incident resolution, onboarding, and technology rollout initiatives.