Helpdesk Team Lead Senior Support Technician

Benefits : 401(k) matching

Dental insurance

Health insurance

Opportunity for advancement

Paid time off

Training & development

Vision insurance

About the Role

Team : Service Desk / Support

Location : Onsite

Hours : Monday through Friday 8AM – 5PM

Start Date : Flexible

How We’ll Set You Up for Success

Comprehensive onboarding to understand our service structure, ticketing system, and technology stack

Access to senior-level resources and a collaborative environment for escalated issues

Opportunities for technical leadership, mentorship, and day-to-day supervisory development

Ongoing training and certification support, aligned with your professional goals

What You’ll Do

• Serve as a technical escalation point for helpdesk technicians, assisting with complex issues and guiding resolution paths
• Support Level 1 and Level 2 team members by answering technical questions and encouraging skill development through hands-on guidance
• Monitor ticket activity and quality, helping ensure documentation standards and SLAs are being met
• Assist in coordinating team availability by helping review timecards, managing PTO visibility, and supporting the Technical Services Coordinator with resourcing clarity
• Provide real-time coaching during ticket handling, helping the team improve accuracy, efficiency, and troubleshooting techniques
• Collaborate with the Technical Services Coordinator to support appropriate ticket assignments and task ownership
• Actively work support tickets alongside the team, maintaining personal technical contribution while setting a quality standard
• Encourage and participate in knowledge base documentation, helping capture lessons learned and repeatable solutions
• Relay relevant feedback to leadership regarding team performance trends or recurring technical issues
• Help foster a positive, accountable, and solutions-driven team environment through daily interactions and supportive leadership

About You

Nice-to-Haves

About ComSys

At ComSys, we believe that great IT support is built on strong processes, expert technicians, and a team-focused culture. We’re committed to helping employees grow their careers through hands-on experience, mentorship, and exposure to modern IT systems.

Join Us

If you’re an experienced Level 3 tech looking for a leadership path that balances technical depth with team accountability, we’d love to have you on board.