Top 7 Helpdesk team lead Jobs in Cleveland, Oh

Helpdesk Team Lead
FIT Technologies —Cleveland, OH
- $55,000 - $65,000 a year
- Overtime
- Mid-level
- Office
- Windows
- Paid parental leave
- Paid holidays
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IT Helpdesk Engineer
BlueBridge Networks —Cleveland, OH
- From $20 an hour
- 8 hour shift
- Software troubleshooting
- Customer service
- Mid-level
- Health savings account
- Health insurance
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Dispatcher/Clerk - Lateral
City of Twinsburg, OH —Twinsburg, OH
- $27.74 - $34.44 an hour
- Weekends as needed
- 18 years or older
- Clean driving record
- Word processing
- Paid training
- Wellness program
Integrated Solutions Team Lead
KURV —Cleveland, OH
- 8 hour shift
- Mid-level
- Office
- Databases
- Health savings account
- Health insurance
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Senior Manager, Learning Operations Managed Services
Deloitte —Cleveland, OH
- $171,600 - $338,300 a year
- Full-time
- Up to 50% travel
- Bachelor's degree
- Travel
Senior IT Manager, Enterprise Applications
Hanwha Q Cells —Highland Hills, OH
- $140,000 - $160,000 a year
- Overtime
- Hybrid work
- Google Workspace
- Oracle
- Computer Science
- Health insurance
- Dental insurance
Quick Apply

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Helpdesk Team Lead

FIT Technologies -
Cleveland, OH

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Job Details

Full-time
$55,000 - $65,000 a year

Benefits

Paid parental leave
Paid holidays
Disability insurance
Health insurance
Dental insurance
Flexible spending account
Military leave
Paid time off
Paid military leave
Parental leave
Vision insurance
401(k) matching
Employee stock ownership plan
Life insurance

Qualifications

Managing technical support teams
Confidential information handling
Team supervision
GPO
Managing teams in a customer support role
Technical documentation
Employee relationship building
Windows
Supervising experience
Computer hardware
Desktop (troubleshooting support)
Remote access software
Customer support ticket management
Resolving technical support tickets
Desktop applications
Leading team collaboration initiatives
Productivity software
Technical writing experience within technology
Antivirus software
Developer tools
Active Directory

Full Job Description

Summary

The successful candidate in this Helpdesk Team Lead role provides technical direction and guidance to a Helpdesk team while mentoring and developing team members. The Helpdesk Team Lead builds relationships with employees and clients to provide excellent customer experience. This role is responsible for ensuring that the team maintains standards for IT support, Service Level Agreements, and other client satisfaction goals.

Key Responsibilities

Lead the Helpdesk team and evaluate performance.
Manage escalation of priority issues.
Establish best practices through the entire technical support process.
Create and update documentation.
Participate in internal leadership meetings and initiatives.
Set and meet specific customer service standards.
Contribute to improving customer support by actively responding to queries and handling escalated issues.
Follow up with clients to identify areas of improvement.
Provide customer feedback with the appropriate internal teams.
Lead meetings with FIT teams to uphold SLAs, review client reports, and ensure accuracy for metrics.
Lead regular 1:1 meeting with team members.

Required Qualifications

A professional, confident, reliable, trustworthy, and positive demeanor.
Ability to troubleshoot, diagnose and solve problems as well as document all steps taken for resolution.
Hands-on experience with Helpdesk and remote support software.
Ability to relay technical information and instruction (in writing and verbally) to clients who possess varying ranges of technical knowledge and background.
Organizational and time management skills with strong orientation to detail and ability to follow through on tasks
Customer service oriented with a problem-solving attitude.
Basic understanding of varying versions of Microsoft Windows, Active Directory, Microsoft 365, and Group Policy
Knowledge of Microsoft Office applications, Microsoft developer tools, Antivirus, remote connection technologies and PC troubleshooting skills regarding hardware and software.
Comprehension of networking protocols and concepts such as TCP/IP addressing, and VLANS.
Ability to maintain confidentiality of information being accessed, processed, or stored.
A+, Network+, MTA, MCSA certifications are desirable.
Demonstrated ability to:

work and adapt in an evolving-priority environment.

follow processes and protocols.

meet deadlines and manage multiple tasks simultaneously.

learn software tools/applications (e.g., asset tracking and ticketing system).

manage a team.

Working Conditions + Physical Requirements

This position primarily operates in a professional office environment. Regular, in-person attendance at FIT Technologies Headquarters during standard business hours is required to perform the essential function of this role. The position requires prolonged periods of sitting, working at a computer, and participating in in-person meetings. Specific scheduling expectations will be determined by leadership based on business needs. Occasional evening and weekend work to support meetings, events, or deadlines, occasional work weeks of more than 40 hours.

How to Apply + Additional Information

To apply, submit an application online through our Career Center.

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Duties and responsibilities may change at any time with or without notice. Nothing in this job description creates an employment contract, implied or otherwise.

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Headquartered in Cleveland, FIT Technologies is an employee-owned company (ESOP) with more than 140 staff supporting clients through Ohio and in metropolitan areas across 15 + states.

FIT Technologies offers a comprehensive benefits package, including:

Health, dental, vision, and voluntary life insurance
Company-paid life insurance and long-term disability
Paid time off and 9 paid holidays
Paid military leave
Paid parental leave
Employee Stock Ownership Plan (ESOP)
401(k) with company match
Dependent Care FSA

To promote a healthy work environment and provide exemplary customer service, FIT Technologies is a non-smoking workplace and does not hire tobacco or vape users.

FIT Technologies is an equal opportunity employer and welcomes diversity in our workforce. We do not discriminate – and take active steps to prevent discrimination – in employment, recruitment, compensation, promotion, termination, or any other employment practice on the basis of race, color, national or ethnic origin, ancestry, gender, age, religion, creed, disability, military or veteran status, sexual orientation, gender identity, or gender expression.

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Refine Your Search

helpdesk team lead jobs in cleveland, oh

Helpdesk Team Lead

IT Helpdesk Engineer

Dispatcher/Clerk - Lateral

Integrated Solutions Team Lead

Senior Manager, Learning Operations Managed Services

Senior IT Manager, Enterprise Applications

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