Milestone Technologies, Inc.

  • Help Desk Team Lead

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

    We are looking for people to join a Help Desk team that is not like other Help Desk teams. Would you like to work in a dynamic fast-moving environment that values social interaction as well as technical prowess? We pride ourselves on hiring bright, driven, enthusiastic people that have experience in supporting in primarily PC environments but can also handle a Mac equally well. Our workplace is where you will sharpen existing skills and develop new ones around new technology as it emerges. It is a bright, vibrant, challenging environment that leave you feeling like you’ve helped make an impact. We need people who can hold a conversation as well as resolve complex technical issues effectively and efficiently through multiple mediums (chat, ticket, phone). We want people for whom going “over and above” is second nature, who value the people behind the problems, and for whom technology is their passion. We want to deliver the best IT Help Desk experience in the world and if you think you are up to the challenge... read on...



    The Help Desk Team Lead is responsible for helping in managing the activities and responsibilities of their 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 directly Remote Help Desk Supervisor 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 tickets to ensure ticket handling quality meets or exceeds expectations.
    • Attends and provides input during weekly Lead sync.
    • First point of escalation for complex issues that are blocking help desk techs
    • Understands key KPIs and can drive actions through analysis of data.


    • Remote Help Desk Technician will be responsible for interacting with employees to provide phone support for IT hardware, software and web-based applications.
    • Daily logging in to the Global Service Center to receive calls for immediate assistance.
    • Applies critical thinking to assist with both simple and complex user requests, document the interaction with the user, and follow-up with the user to confirm.
    • Troubleshoots network connectivity issues including; digital authentication, remote access, secure Wi-Fi, and wired connectivity to the internal network.
    • Support users on applications and tools within the environment including; Office Suite, RSA, Okta, Cisco Communication tools (Webex, Jabber, Acano), Mac and Windows OS.
    • Prioritize queued tasks and requests and assign out to ensure timely handling for all.


    • Strong interpersonal communication skills with a high degree of empathy is a must.
    • Complete understanding of Microsoft Outlook™ client (Windows & Mac) and Outlook Web Access, with experience resolving complex problems and assisting users with advanced functionality.
    • Experience in supporting Mac OS in a commercial or enterprise environment is preferred.
    • Applied experience with Microsoft Exchange™ including a firm understanding of Groups and permissions is key.
    • Comprehensive knowledge of Windows is a plus, in issues ranging from resolving registry conflicts to troubleshooting system crashes and performance issues.
    • Strong knowledge of supporting iOS and Android devices in a commercial or enterprise environment is preferred.
    • Deep understanding of fault domain isolation, and root-cause analysis is essential for success in this role.
    • Working knowledge of Active Directory and basic AD administration is desirable.
    • Proven experience resolving secure network access problems involving but not limited to digital certificate authentication and client remote access services—either using Juniper Networks or Cisco solutions.
    • Working knowledge of video collaboration, including tools like Zoom, BlueJeans Network and WebEx.


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