IT Helpdesk, Team Lead

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Huntress

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Cybersecurity • SaaS • Enterprise

Huntress is a cybersecurity firm that provides managed detection, investigation, and response solutions to protect endpoints, identities, and email environments. It offers a platform with managed EDR, security awareness training, ITDR for Microsoft 365, and SIEM solutions, all supported by a 24/7 Security Operations Center. Huntress is designed to secure small and medium-sized businesses against cyber threats. Their services help organizations across industries, ensuring robust protection and compliance, especially in environments like education, finance, healthcare, manufacturing, and government.

201 - 500 employees

🔒 Cybersecurity

☁️ SaaS

🏢 Enterprise

📋 Description

• Support and guide Helpdesk Administrators while promoting a high accountability team environment. • Provide coaching, feedback, and training that strengthen troubleshooting skills, communication, and workflow habits. • Oversee onboarding for new team members and ensure consistent training across the helpdesk. • Manage daily ticket queues, workload distribution, and overall helpdesk flow. • Track and support progress toward response and resolution targets. • Review ticket quality, follow up on issues, and establish escalation paths to maintain reliable standards. • Step into the ticket queue during high-volume periods or when additional hands-on support is needed. • Identify recurring issues and raise them to the IT Operations Manager or IT Operations Specialists. • Promote clear, friendly, and service-focused communication in all interactions. • Reinforce consistent troubleshooting methods, documentation habits, and escalation guidelines. • Support updates to helpdesk documentation and end-user guides. • Draft and send company-wide communications about outages, incidents, updates, and scheduled maintenance. • Collaborate with the IT Operations Manager and IT Operations Specialists to identify workflow improvements, routing changes, and automation opportunities. • Help test new tools or process changes to confirm they support frontline needs. • Maintain clean and accurate data within the helpdesk platform. • Provide feedback on trends, performance, and areas that need additional training or process updates.

🎯 Requirements

• 5 or more years in IT support with experience leading and/or mentoring others. • Strong understanding of helpdesk fundamentals, including troubleshooting basics, communication, and ticket management. • Experience supporting Windows, macOS, and SaaS environments. • Clear written and verbal communication skills and comfort speaking to the global team. • Ability to organize workload, guide a team, and maintain structure in a busy support environment. • A service-focused mindset that supports a consistent and positive end-user experience. • Comfortable working in a remote-first organization.

🏖️ Benefits

• 100% remote work environment - since our founding in 2015 • Generous paid time off policy, including vacation, sick time, and paid holidays • 12 weeks of paid parental leave • Highly competitive and comprehensive medical, dental, and vision benefits plans • 401(k) with a 5% contribution regardless of employee contribution • Life and Disability insurance plans • Stock options for all full-time employees • One-time $500 reimbursement for building/upgrading home office • Annual allowance for education and professional development assistance • $75 USD/month digital reimbursement • Access to the BetterUp platform for coaching, personal, and professional growth