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Job Requirements of Help Desk Team Lead:
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Employment Type:
Contractor
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Location:
Logan, UT (Onsite)
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Help Desk Team Lead
Pyramid Consulting, Inc
Logan, UT (Onsite)
Contractor
Immediate need for a talented Help Desk Team Lead. This is a 12 Months Contract opportunity with long-term potential and is located in Logan, UT (Hybrid). Please review the job description below and contact me ASAP if you are interested.
Job ID:25-88640
Pay Range: $24 - $26/hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).
Key Responsibilities:
Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
By applying to our jobs you agree to receive calls, AI-generated calls, text messages, or emails from Pyramid Consulting, Inc. and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy .J2W:CB3
Job ID:25-88640
Pay Range: $24 - $26/hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).
Key Responsibilities:
- Supervise and lead the IT service desk team, fostering collaboration and professional growth.
- Act as the first escalation point for technical or service-related issues.
- Run daily/weekly stand-up calls.
- CSAT reviews, with feedback provided to management.
- Ensure new Service Desk hires are formally on-boarded and trained related to Service Desk best practices and processes.
- Monitor team performance metrics, ensuring alignment with SLAs and service goals.
- Manage resource scheduling to maintain adequate support coverage during and after business hours.
- Coordinate with Supervisor on staffing changes and schedules.
- Participate in the creation of and delivery of new processes and documentation.
- Maintain accurate records of incidents and resolutions to analyze trends and implement proactive measures.
- Drive continuous improvement initiatives to enhance service desk operations and customer satisfaction.
- Skills-("HelpDesk or Help Desk or Help-Desk or ServiceDesk or Service Desk or Service-Desk or Technical Support or Tech Support or Desktop Support or IT Support or End User Support or User Support or IT Technician or IT Service Desk or PC Technician or Computer Support or Support Engineer or Support Analyst or IT Analyst or Technical Support Engineer or Technical Support Specialist”).
- Proven experience in IT support or a service desk environment, with leadership responsibilities.
- Strong leadership & interpersonal skills with ability to motivate and mentor teams.
- Excellent troubleshooting and problem-solving abilities.
- Familiarity with Client ticketing systems, and ITIL best practices.
- Effective communication skills, both verbal and written, interact with customers and internal teams.
- Ability to handle multiple priorities and remain calm under pressure.
- Relevant certifications such as ITIL.
- Experience in managing remote teams
Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
By applying to our jobs you agree to receive calls, AI-generated calls, text messages, or emails from Pyramid Consulting, Inc. and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy .J2W:CB3
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