Help Desk Team Lead

Electric Power Engineers

Employer Active

Posted on 18 Sep

Experience

7 - 12 Years

Job Location

Beirut - Lebanon

Education

Bachelor of Technology/Engineering(Computers)

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

Team Leadership and Supervision

  • Oversee day-to-day global Help Desk operations, including ticket queue monitoring and workload distribution.
  • Ensure team compliance with established SLAs and internal standards.
  • Conduct regular ticket audits for accuracy, completeness, and categorization.

Technical Escalation and Support

  • Serve as the final escalation point for unresolved or complex technical issues.
  • Provide advanced troubleshooting for Microsoft 365, Active Directory, Intune, Defender, Azure AD, Windows, macOS, iOS, networking fundamentals, and enterprise applications.
  • Collaborate with infrastructure, security, and application teams to resolve cross-functional incidents.

Mentorship and Team Development

  • Provide coaching, training, and performance feedback to Help Desk Technicians (Tier I III).
  • Support professional development and career progression for team members.
  • Lead onboarding, knowledge transfer, and continuous skill development initiatives.

Process Improvement and Documentation

  • Identify workflow gaps and implement process improvements to enhance efficiency.
  • Develop and maintain standard operating procedures (SOPs) and technical documentation.
  • Ensure alignment with ITIL best practices for incident, request, and change management.

Collaboration and Reporting

  • Communicate team performance, capacity, and systemic issues to IT leadership.
  • Generate and maintain reports and dashboards for ticketing system performance (Jira Service Management).
  • Coordinate with leadership on IT projects and initiatives that involve Help Desk support.

Desired Candidate Profile

Education and Experience

  • Bachelor s degree in Information Technology, Computer Science, or related field (preferred)
  • Minimum 7 10 years of progressive IT support experience, including Tier III responsibilities (required)
  • Minimum 2 years of experience in a team lead, supervisory, or mentorship capacity.(required)
  • ITIL Foundations v4 certification (preferred)

Technical Skills

  • Advanced knowledge of Microsoft 365 administration, Active Directory, Intune, Defender, and Azure AD.
  • Proficiency with Jira Service Management (or similar ticketing platforms) and Confluence.
  • Strong troubleshooting abilities across hardware, operating systems, and enterprise applications.
  • Familiarity with ITIL frameworks and service management processes.
  • Scripting or automation experience (PowerShell, Bash) preferred.

Soft Skills

  • Strong leadership and supervisory skills with the ability to lead a distributed, global team.
  • Excellent verbal and written communication skills; ability to interact with diverse stakeholders.
  • High level of reliability, accountability, and operational consistency.
  • Ability to build team engagement and foster a collaborative work environment.

Key Performance Indicators (KPIs)

  • SLA compliance rate and ticket resolution metrics.
  • Accuracy and quality of escalations.
  • Reduction in backlog and reassignment of tickets.
  • Positive feedback from peers, leadership, and cross-functional teams.
  • Effectiveness of onboarding, mentorship, and documentation initiatives.
  • Implementation and success of process improvements.

Company Industry

  • Power Generation
  • Power Distribution
  • Energy
  • Nuclear Energy

Department / Functional Area

  • Helpdesk
  • Customer Service
  • Telecalling

Keywords

  • Help Desk Team Lead

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Electric Power Engineers

https://careers-epeconsulting.icims.com/jobs/1845/jobdetails/job

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