Help Desk Ticket Lead

Lawrence Family Development Charter School

www.lfdcs.org

Strengthening families...building community

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 device, and business application environments (Windows, Mac, Chromebooks, Microsoft Office / O365, Google Workspace, and approved apps).
• Oversee password resets, account unlocks, setups, and administration for user accounts (Active Directory, O365, Google Workspace, etc.).
• Ensure that all tickets are logged, tracked, documented, and closed appropriately in the help desk system.
• Identify trends in recurring issues and assist with root cause analysis; recommend process or technical improvements.
• Collaborate with IT Team to resolve complex or specialized technical problems.
• Provide training, guidance, and mentoring to IT support staff; participate in onboarding new team members.
• Assist with IT onboarding / off boarding processes, equipment deployment, and inventory management.
• Develop and maintain documentation, user guides, troubleshooting steps, and knowledge base articles.
• Ensure adherence to IT security policies, procedures, and service level agreements (SLAs).
• Foster excellent customer service and professionalism in all help desk interactions.
• Provide regular reports on ticket metrics, issue trends, and team performance to IT management.
• All other tasks as assigned by the supervisor.

Experience / Qualifications :

Schedule : Full-Time, Full-Year Position

Reports to : Director of IT

Lawrence Family Development Charter School does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, genetic information, or any other characteristic protected by law.