About this role
Job DescriptionThe Help Desk Specialist I – Lead serves as the senior resource and daily point-of-contact for Help Desk Specialists providing first-contact technical and customer service support. This role supports queue management, ticket quality, escalations, and mentoring of junior staff, while still performing all standard duties. The Lead ensures that customer interactions, troubleshooting, and documentation meet required quality standards and that issues are resolved or escalated in accordance with procedures and SLAs.