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Job Description
Help Desk Team Lead Agency
VA - 4.3
Pleasant Grove, UT Job Details Full-time $55,000 - $58,000 a year 1 hour ago Benefits Health savings account Paid holidays Health insurance Dental insurance 401(k) Paid time off Vision insurance 401(k) matching Life insurance Qualifications Knowledge management Managing technical support teams Google Workspace Teamwork Content creation for technical audiences Managing teams in a customer support role Technical documentation Public Cloud Metrics Reporting Windows Reporting and dashboarding tools Team development Supervising experience Cloud service support Productivity software support Desktop (troubleshooting support) Customer support ticket management Mentoring Leading team collaboration initiatives Productivity software Online help documentation Technical writing within technology Ticketing system technical support Full Job Description About Us At Agency VA, we specialize in helping insurance agencies scale with innovative staffing solutions and cutting-edge SaaS products. Our mission is to provide agencies with the tools and talent they need to thrive in today's competitive marketplace. We are looking for a knowledgeable and customer-focused Help Desk Specialist to join our growing IT team. Location Pleasant Grove, Utah Hybrid Position - This role requires working both onsite at our Pleasant Grove, UT office and remotely. Candidates must reside within commuting distance of the office and be available for in-person collaboration, equipment deployment, onboarding activities, and technical support as needed. Job Summary As the Help Desk Specialist Team Lead, you will take ownership of AgencyVA's Help Desk operations and serve as the primary leader responsible for delivering exceptional technical support across the organization. This is a hands-on leadership role where you will support end users while also driving team performance, establishing KPIs, maintaining documentation, and continuously improving service delivery. The ideal candidate is someone who thrives on accountability, enjoys building processes, and takes pride in creating a world-class support experience. You will lead by example, mentor support team members, manage ticket performance, and ensure our Help Desk scales effectively as the company continues to grow.
THIS POSITION REQUIRES A LEADER WHO TAKES COMPLETE OWNERSHIP OF THE HELPDESK FUNCTION. YOU WILL BE RESPONSIBLE FOR DEVELOPING THE TEAM, ESTABLISHING PERFORMANCE METRICS, MAINTAINING DOCUMENTATION, AND ENSURING AN EXCEPTIONAL SUPPORT EXPERIENCE FOR ALL USERS.
Responsibilities Help Desk Leadership & Ownership Serve as the primary owner of AgencyVA's Help Desk operations. Lead, mentor, and develop Help Desk team members to improve performance and service quality. Establish, track, and report on Help Desk KPIs and service metrics. Conduct regular team coaching, training, and performance reviews. Create accountability and ownership within the Help Desk team. Identify staffing, process, and technology improvements to support company growth. Service Desk Operations Manage and prioritize Help Desk ticket queues to ensure timely issue resolution. Monitor and maintain service level agreements (SLAs). Analyze ticket trends and identify recurring issues requiring long-term solutions. Serve as the escalation point for complex technical issues. Ensure excellent communication and follow-up throughout the support process. Knowledge Base & Process Management Own and maintain the AgencyVA IT Knowledge Base. Develop and update standard operating procedures (SOPs), troubleshooting guides, and support documentation. Create repeatable processes that improve efficiency and consistency. Ensure documentation remains current as systems and procedures evolve. Technical Support Provide first-level and second-level technical support to employees, virtual assistants, and internal stakeholders. Troubleshoot issues related to hardware, software, printers, internet connectivity, mobile devices, and business applications. Support Microsoft 365, Google Workspace, VoIP systems, cloud-based applications, and other business technology platforms. Create, manage, and troubleshoot user accounts, passwords, permissions, and access requests. Assist with onboarding and offboarding activities, including account provisioning, equipment setup, and technology orientation. Continuous Improvement Develop KPI dashboards and reporting for leadership. Identify opportunities to automate repetitive support tasks. Recommend technology and workflow improvements that increase efficiency and user satisfaction. Partner with leadership to improve IT support strategies and scalability. Required Skills Minimum of an Associate's Degree or Bachelor's Degree from an accredited University (preferred). 3+ years of experience in a Help Desk, Technical Support, or IT Support role. Previous experience leading, mentoring, or supervising support personnel. Proven experience developing KPIs, reporting metrics, and driving performance improvements. Strong knowledge of Microsoft 365, Google Workspace, Windows operating systems, and common business applications. Experience supporting remote users and cloud-based environments. Strong customer service, communication, and leadership skills. Excellent troubleshooting and problem-solving abilities. Experience creating and maintaining technical documentation and knowledge bases. Ability to manage multiple priorities in a fast-paced environment. Must be able to work onsite in Pleasant Grove, UT on designated in-office days and as business needs require. Preferred Qualifications CompTIA A+, Network+, Security+, or similar certifications. Experience managing Help Desk teams or service desk operations. Experience building KPI scorecards and operational reporting. Familiarity with ITIL principles and Help Desk best practices. Experience with Microsoft Entra ID (Azure AD), Intune, and endpoint management platforms. Experience supporting remote and hybrid workforces. Benefits Health, Vision, Dental, and Life Insurance 401K offered (6 months after hire date with company match) PTO with 10 company paid holidays The applicant must be able to perform the essential functions of the position, with or without reasonable accommodation.
Pay:
$55,000.00 - $58,000.00 per year
Benefits:
401(k) 401(k) matching Dental insurance Health insurance Health savings account Life insurance Paid time off Vision insurance
