Team Lead / Support Lead IT Managed Services Help Desk

The Team Lead / Support Lead is responsible for overseeing the daily operations of an onsite IT Managed Services Help Desk in a 24x7x365 environment. This role provides hands on leadership for frontline help desk, desktop support, and system operations staff, ensuring high quality service delivery, consistent SLA performance, and alignment with organizational IT standards. Acting as the primary escalation point and operational liaison, the Team Lead coordinates incident response, ticket management, and service improvements while maintaining accurate documentation and reporting within the ITSM platform. The role also supports staff development through training, coaching, and performance management, while driving continuous improvement through metrics, quality reviews, and root cause analysis.

Responsibilities

Operational Leadership
Lead and supervise onsite Help Desk, desktop support, and system operations staff. Ensure full staffing coverage for a 24x7x365 airport operations environment, including holidays and peak travel periods. Serve as the primary operational contact between WCAA Technology Services and managed service staff.

Service Delivery and Escalation Management
Oversee daily Help Desk operations including incident intake, triage, escalation, resolution, and closure. Act as the primary escalation point for Level 1 and Level 2 issues prior to Level 3 or vendor involvement. Ensure strict adher