IT Help Desk Team Lead

JMA is restoring U.S. leadership in wireless technology at a critical time in the transition to 5G. It makes the world’s most advanced software-based 5G platform, designed, coded, and manufactured in Syracuse, NY at the only U.S.-owned 5G factory in the country.

Across its global tech centers, JMA makes 5G possible for organizations with the most critical connectivity demands in the world. JMA’s technology is ushering in a new era of connectivity for leading mobile carriers, the most iconic stadiums, major universities, leading healthcare centers, the busiest transit centers, and the U.S. Military.

5G is more than another G on your phone — it is a generational opportunity to change the way the world operates. Join the industry’s fastest growing technology company to shape that future today.

The IT Help Desk Team Lead will be responsible for overseeing daily IT support operations while providing hands-on technical support to end users. This player-coach role focuses on coordinating ticket workflows, managing support escalations, and ensuring the smooth delivery of IT services across multiple locations. The individual will lead by example, actively resolving technical issues, mentoring Help Desk technicians, and maintaining high service standards.

The individual in this position will collaborate daily with global colleagues to manage workloads, address technical challenges, and contribute to IT operational efficiency.

The Help Desk Team Lead will interface with Systems, Network, and Security teams to facilitate escalations and ensure seamless resolution of complex technical issues. Additionally, this role will work closely with IT leadership to refine support processes, maintain documentation, and participate in cross-functional initiatives aimed at enhancing IT service delivery.

This position requires strong leadership qualities, a hands-on approach to technical support, and excellent communication skills to effectively coordinate with both end-users and technical teams. Travel between offices may be required for team coordination and support needs across sites.

Responsibilities:

• Act as the first point of escalation for complex or high-priority support tickets.
• Lead daily operations of the Help Desk, ensuring SLAs and KPIs are met.
• Coordinate shift coverage and workload distribution across the Help Desk staff.
• Monitor ticket queues, ensuring prioritization and timely resolution.
• Provide hands-on technical support to end-users (hardware, software, network connectivity, M365, VPN, etc.).
• Mentor and guide Help Desk technicians, fostering skill development and operational best practices.
• Collaborate with Systems and Network teams for escalations and cross-functional projects.
• Develop, maintain, and improve Help Desk documentation, including SOPs and knowledge base articles.
• Ensure end user onboarding/offboarding activities are managed and completed on a timely manner.
• Identify recurring issues and contribute to problem management efforts.
• Support compliance and security initiatives by ensuring adherence to IT policies and procedures.

Required Skills & Experience:

• 7+ years of experience in IT Support, with at least 3 years in a senior technician or team lead capacity.
• Strong troubleshooting skills across hardware, software, network, and IT services.
• Experience with ticketing systems and ITSM workflows.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proven leadership qualities with a hands-on approach.
• Familiarity with compliance-driven environments (CMMC, SOC2, ISO 27001) is a plus.

The US national annual base salary range for this is $70,000 - $80,000. The range includes base salary that is expected to be paid for this role. Actual base salary will be based on a variety of factors including, but not limited to, the scope and complexity of the role, the successful candidate's relevant experience, skills, and knowledge, peer and market data and geographic location.

At JMA, our people are deeply committed to their work and we provide benefits to match. When you join JMA you have immediate access to everything you need. Whether you're looking for employee discounts, financial, legal and/or childcare resources and support, we have you covered. We believe in providing comprehensive health and wellness coverage along with monetary rewards towards health goals, in addition to numerous company-provided personal protection benefits at no additional cost to you.

At JMA, we don’t just accept differences — we embrace them. JMA is proud to be an equal opportunity workplace. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristic.