TrulyHired
Lawrence, MA, USA
Job Description The Help Desk Ticket Lead oversees the daily operations of the IT help desk ticketing system and provides technical support, guidance, and coordination to the IT Team. This individual is responsible for ensuring timely and efficient resolution of user requests and incidents, assisting with hands-on troubleshooting, and escalating issues when necessary. The Help Desk Ticket Lead is responsible for monitoring ticket flows, enforcing service standards, assisting with training, and collaborating closely to optimize support operations and end-user satisfaction. Responsibilities: -Monitor and prioritize incoming help desk tickets to ensure timely response and resolution. -Assign and coordinate tickets among IT support staff based on complexity and availability. -Provide hands-on troubleshooting and resolution for routine and moderately complex hardware, software, printer, peripheral, and network connectivity issues. -Support desktop, laptop, Chromebook, mobile...
