Milestone Technologies, Inc.

Help Desk Lead

Job ID
# of Openings
Hire Type
Regular Full-Time
Job Category
Help Desk / Call Center


The Help Desk Lead is responsible for helping in managing the activities and responsibilities of their local Help Desk team. As a part of this management, the Help Desk Lead is also responsible for providing high-level technical assistance to the team and ensuring service and support is provided to customers at agreed levels.


  • Works to coordinate, prioritize, and maintain optimal service execution to goals and expectations of client-specific key performance indicators.
  • Leads and provides coaching for other technicians when workflow deficiencies are identified.
  • Audits tasks to ensure ticket handling quality meets or exceeds expectations.
  • Actively participates in and provides leadership to the THQ follow up process.
  • Attends and provides input during weekly Help Desk Leads sync.
  • First point of escalation for complex issues that are blocking help desk techs
  • Provides valuable input via regular posts in Global Help Desk group.
  • Applies critical thinking to complex user requests, and provides as much context and information as possible to deliver the best solutions as quickly as possible.
  • Troubleshoots client-side network connectivity issues, including digital authentication, remote access, secure Wi-Fi and wired connectivity to the internal network.
  • Assists remote users with access problems ranging from password resets to network access failures.
  • Leads in Ticket  processes, and provides coaching for other Technicians when workflow deficiencies are identified.
  • Has deep understanding of defined team metrics, such as backlog, aging, effectiveness; this technician then takes actions based on the current trends in Service.
  • Displays learning agility by actively seeking answers when technically challenged.
  • Seeks feedback from other Help Desk Technicians to optimize and improve support, while also maintaining a solid understanding of general user support needs and requirements.


  • Strong people management skills
  • Agile and exhibits a strong sense of urgency.
  • Exceptional professionalism and customer-service skills.
  • Excellent ticket management, verbal & written communication skills, combined with relentless follow-up.
  • Loves working in a team-oriented environment and highly motivated to provide a positive user experience.
  • Open and transparent about weaknesses and strengths.
  • Independent critical and creative thinking.
  • Must be comfortable working in a fast-paced, demanding environment, under immense pressure.
  • Basic human resources management principles and procedures.
  • Microsoft Excel experience a plus.


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