Senior IT Help Desk Lead

HCLTech; Melbourne (FL); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical benefits

401(k) retirement plan

Paid time off

Job summary

HCLTech in Florida seeks an experienced Help Desk Lead to guide the support team, ensuring delivery excellence and proactive issue resolution. You will drive incident management, knowledge retention, and process improvements.

The role requires 4–6 years in help desk or related fields, with 1–2 years of shift lead experience and relevant certifications. ITIL knowledge is preferred; you will liaise with IM and development teams and support new technology rollouts.

Qualifications

• 4-6 years of experience in Help Desk, Information Management, or Customer Service delivery field
• 1-2 years of Shift Lead experience is relevant
• Certification requirements exist – MCP/MSCE/MSCA or HDI CSS preferred
• ITIL knowledge of V2 or V3 is preferred, especially for Service Desk, Incident, Problem, and Change Management

Responsibilities

• Provide technical expertise to the help desk team
• Act as technical liaison between help desk and IM support groups
• Maintain technical skill continuity and consistency of help desk staff
• Ensure continuous improvement of services provided by the help desk
• Provide telephone support to customer end users
• Coordinate with Application and Infrastructure Development teams to transition new hardware and software into HD support
• Prepare help desk staff to support new technology
• Maintain an analyst-wise tracker for call monitoring
• Develop processes to streamline daily help desk functioning
• Administer and provide user access controls
• Use call tracking and incident tools to document resolutions
• Support problem management activities and vendor relationships

Skills

Excellent communication

Customer handling

Flexibility

Problem solving

Team player

Education

MCP/MSCE/MSCA or HDI CSS

ITIL knowledge (V2/V3)

Tools

Remedy

HP Service Center

Peregrine Service Center

Remote desktop tools (SMS, Bomgar, WebEx)

MS Office

Active Directory

Job description

HCLTech in Florida seeks an experienced Help Desk Lead to guide the support team, ensuring delivery excellence and proactive issue resolution. You will drive incident management, knowledge retention, and process improvements.

The role requires 4–6 years in help desk or related fields, with 1–2 years of shift lead experience and relevant certifications. ITIL knowledge is preferred; you will liaise with IM and development teams and support new technology rollouts.