Lead IT Help Desk — Hands-on Tech Leadership

Apex - Satellite Platforms; Los Angeles (CA); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Equity

Health insurance

PTO

401(k) matching

Parental leave

Lunch provided

Office events

Job summary

Apex Technology, Inc. in Playa Vista, Los Angeles, seeks a Help Desk Lead to oversee day-to-day operations and provide hands-on Tier 1 and 2 support across Windows, macOS, iOS, Android and Linux.

The role requires a Bachelor's in IT or CS, 3–5 years in IT support, 1–2 years in a lead role, and US citizenship. You will mentor technicians, manage tickets, escalate when needed, and ensure documented resolution.

Qualifications

• 3–5 years of IT help desk or desktop support experience.
• 1–2 years in a lead or supervisory role.
• Experience with Windows, macOS, Linux, iOS and Android.

Responsibilities

• Lead and support Helpdesk team with hands-on Tier 1/2 support.
• Manage tickets by urgency, workload, and skill.
• Troubleshoot hardware, software, OS, applications, network, and user-access issues.
• Support Windows, macOS, iOS, Android, and Linux environments.
• Escalate unresolved issues to Tier 3 or appropriate IT team and ensure follow-up.
• Mentor, coach, and provide direction to Helpdesk Technicians.
• Ensure tickets are documented and resolved per procedures.
• Collaborate with IT Manager on technical issues.

Skills

Troubleshooting

Tier 1/2 support

Windows

macOS

Linux

iOS

Android

Ticketing systems

Leadership

Documentation

Communication

Education

Bachelor’s degree in information technology or computer science

Tools

ITSM/Ticketing systems

Job description

Apex Technology, Inc. in Playa Vista, Los Angeles, seeks a Help Desk Lead to oversee day-to-day operations and provide hands-on Tier 1 and 2 support across Windows, macOS, iOS, Android and Linux.

The role requires a Bachelor's in IT or CS, 3–5 years in IT support, 1–2 years in a lead role, and US citizenship. You will mentor technicians, manage tickets, escalate when needed, and ensure documented resolution.