Helpdesk Team Lead

Description

As the MNS Team Lead, you will lead a team of IT Specialists and play an active, hands-on role in supporting client infrastructure. Reporting to the Help Desk Manager, this position combines leadership, project support, asset tracking, and continuous service improvement. The ideal candidate is highly technical, solutions-oriented, and skilled in developing others while maintaining high standards of customer support.

Key Responsibilities

• Ensure the Help Desk maintains a high level of responsiveness, professionalism, and technical expertise
• Monitor ticketing system performance, ensuring timely resolution and service excellence
• Coach and mentor team members to support their growth and maintain strong customer service delivery
• Identify and coordinate training needs to ensure team is equipped for evolving technology requirements
• Generate, review, and act on reports related to ticketing trends, asset management, and client KPIs
• Provide escalation-level technical support to assist with complex issues
• Support and participate in hands-on projects and client deployments
• Track IT assets across clients and support accurate inventory management
• Collaborate with internal teams and departments to resolve recurring issues and enhance service workflows
• Participate in improvement planning and operational optimization initiatives
• Perform other duties as assigned

Requirements

Required Qualifications & Skills

• Bachelor’s degree in Information Systems, Computer Science, or equivalent experience
• Minimum 5 years in an IT support or help desk environment
• Minimum 2 years of team leadership or IT Help Desk Management experience
• Strong knowledge of IT infrastructure: servers, networks, firewalls, and enterprise support tools
• Ability to mentor and guide Help Desk personnel at various experience levels
• Proven ability to communicate effectively with both technical and non-technical audiences
• Experience with help desk systems (e.g., ConnectWise, ServiceNow, etc.)
• Strong multitasking and time management skills in fast-paced environments
• Ability to collaborate cross-functionally and maintain strong internal and external relationships
• Must be able to lift up to 35 lbs
• Valid driver’s license and reliable form of transportation. 

Certifications (Required or Equivalent): Candidates must have at least one of the following certifications, or an equivalent credential demonstrating similar technical knowledge

• CCNA
• AZ-104
• MS-102 (Microsoft 365 Administrator)
• Cisco Meraki Solutions Specialist

Physical Requirements

• Frequent use of computer, phone, and office equipment
• Ability to lift and carry equipment up to 35 lbs
• Occasional bending, kneeling, or crouching
• Periods of standing, sitting, and walking throughout the day

Benefits

GROUP HEALTH INSURANCE: After a 30-day waiting period, full-time employees (who work at least 30 hours per week) and their dependents, are eligible to enroll in health benefits through Cigna. Health options include a choice of 2 PPO plans, or a High Deductible Health plan. In addition, Dental benefits are available as well as a Vision PPO plan utilizing the EyeMed network. Proven also offers voluntary worksite benefits including critical illness and accident coverage, short-term disability insurance, supplemental life and pet insurance.

EMPLOYER PROVIDED LIFE/AD&D INSURANCE: After a 30-day waiting period, Proven IT provides a flat $25,000 Life Insurance benefit, administered by BlueCross BlueShield, to all full-time employees (who work at least 30 hours per week). Accidental Death & Dismemberment (AD&D) benefit payments are determined based on the type of loss incurred and are payable up to the full Life Insurance benefit amount. Life and AD&D Insurance coverage amounts are reduced at ages 65, 70 and 75.

EMPLOYER PROVIDED LTD: Long-Term Disability (LTD) insurance is an employer-provided benefit and provides protection from loss of income in the event that an employee is unable to work due to illness, injury, or accident for a long period of time. The elimination period is 90-days, and the maximum benefit is 60% of covered payroll up to $6000/month. This benefit is paid entirely by Proven IT and has no cost to the employee.

EMPLOYEE ASSISTANCE PROGRAM: All employees may utilize the Disability Resource Services through BlueCross BlueShield of Illinois to assist themselves and their immediate family with convenient resources to help address emotional, legal and financial issues. Telephonic counseling and web-based services are available as well as a limited number of geographically accessible face-to-face sessions. 401K PLAN: All employees are eligible after 120 days of service to contribute on either a pre-tax or post-tax (Roth) basis to the 401K plan, administered by Principal Financial Services. Proven offers an employer match equal to 100% of the first 3% of deferrals plus 50% of the next 2% of deferrals.

FINANCIAL ADVISORY SERVICES: Proven IT partners with Merrill Lynch to offer financial advisement to all employees. Merrill Lynch financial advisors are available to assist employees at no cost, with their 401k and retirement questions.

PAID TIME OFF POLICY: Proven provides a competitive paid time off policy for all full-time regular employees after a 90-day waiting period. Proven IT empowers their employees to work with their managers and team to coordinate all time off.

FAMLI LEAVE: Proven IT and the state of Colorado offer a parental leave program for medical, family and safe leave needs for up to 12 weeks in a year.

Proven IT Colorado dba PDS is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace and welcome applicants from all backgrounds. All employment decisions are based on qualifications, merit, and business needs. If you need assistance or accommodation during the hiring process, please contact us.

This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.