IT Help Desk Team Lead

IXL Learning, developer of personalized learning products used by millions of people globally, is seeking an IT Help Desk Team Lead for our Raleigh, NC office. The ideal candidate has experience leading a team of Help Desk Specialists to deliver exceptional customer and technical support for our employees. #LI-KO1

This is a full-time position in our Raleigh, NC area office. #LI-ONSITE

WHAT YOU'LL BE DOING

• Lead and inspire our East Coast Help Desk team to deliver top-notch tech support to our growing teams
• Take charge of employee support tickets, solving issues with efficiency
• Be the go-to problem solver, helping your team tackle tech challenges quickly and effectively
• Support macOS, Windows, and Linux systems
• Administer systems like Google Workspace, Vonage, Azure AD, and other tools 
• Assist in tech integrations during mergers and acquisitions across multiple teams
• Collaborate with our IT infrastructure and other teams to solve complex tech challenges and keep things running seamlessly
• Keep our offices’ A/V, conference room tech, laptops, software, and security in check to ensure everything runs smoothly

WHAT WE'RE LOOKING FOR

• BS/BA Degree required, preferably in CIS or MIS
• 7+ years of hands-on help desk experience, strong troubleshooting, and problem-solving skills with the ability to work well with all teams across the organization
• 2+ years of help desk management or team lead experience, with the ability to manage, coach and develop team members
• Experience managing A/V conference room equipment
• Experience with macOS, Windows and Linux systems
• Outstanding written and spoken communication skills, including communicating clearly and concisely with all internal employees
• Ability to prioritize, use local resources wisely, and contribute to process improvement and automation
• Mobile device management (MDM) experience is a plus
• Customer-centric attitude with a passion for helping others