Program Lead

The Help Desk Team Lead provides day to day leadership, oversight, and technical guidance for a team of Help Desk Technicians supporting Microsoft-based end user services, including Microsoft 365, Windows 10/11, Azure AD/Entra ID, and standard productivity tools. This role balances hands on support work with supervisory responsibilities—ensuring high-quality service delivery, adherence to SLAs, professional development of staff, and continuous improvement of help desk operations.

The Team Lead acts as the first point of escalation for Tier I technicians, coordinates workload, monitors ticket queues, and collaborates closely with senior IT staff to resolve complex technical issues.

Key Responsibilities


Team Leadership & Operational Oversight

• Oversee daily help desk operations, ensuring timely response and resolution of incidents and service requests.

• Assign, prioritize, and balance workloads across the support team.

• Monitor ticket queues for SLA compliance, aging tickets, and quality of documentation.

• Serve as the initial point of escalation for Tier I technicians, assisting with troubleshooting and decision making.

• Lead daily/weekly standup meetings to communicate priorities, changes, and updates.

• Maintain staffing schedules and coordinate coverage for time off, after-hours support, or surge operations.

Quality Assurance & Continuous Improvement

• Review technician performance through ticket audits, user feedback, and KPIs.

• Identify recurring issues and drive root-cause analysis with Tier II/III teams.

• Develop, refine, and enforce Standard Operating Procedures (SOPs).

• Expand and maintain the knowledge base—promoting documentation best practices.

• Recommend process improvements to enhance efficiency and user experience.


Technical Support (Hands-On)

• Provide advanced troubleshooting support for Microsoft 365, Windows devices, and Azure AD/Entra ID.

• Assist with complex tickets requiring deeper analysis, cross-team collaboration, or elevated permissions.

• Coordinate escalations with system administrators, network engineers, and security teams.

• Support onboarding processes, ensuring consistent execution across the team.

Training & Professional Development

• Mentor junior technicians, providing coaching, feedback, and skills development.

• Facilitate onboarding/training for new staff on tools, procedures, and technical fundamentals.

• Encourage staff in certification pathways aligned with organizational standards.


Reporting & Communication

• Generate reports on ticket volume, SLA performance, and trends for management review.

• Communicate service disruptions, planned maintenance, or high-impact issues to users when appropriate.

• Act as a liaison between help desk staff and leadership to ensure alignment with organizational goals.

• SharePoint Online/OneDrive (sync issues, permissions requests, file recovery).

Required Qualifications


 7+ years of experience in a help desk or IT support environment, with at least 1 year in a lead, senior, or mentoring role.

• • Strong working knowledge of:

– Microsoft 365 (Outlook/Exchange, Teams, SharePoint, OneDrive)

– Windows 10/11 troubleshooting

– Azure Virtual Desktop/AD/Entra ID (account tasks, MFA, conditional access fundamentals)

– Basic networking (DNS, DHCP, VPN)

• Experience with ITSM systems (ServiceNow, Jira Service Management, Zendesk, etc.).

• Demonstrated ability to guide and mentor technical staff.

• Excellent communication, customer service, and documentation skills.


- CND, GFACT, or GSEC, Microsoft Certified: Azure Fundamentals (AZ 900), Microsoft 365 Certified: Fundamentals (MS 900). CompTIA Security+ or ability to obtain one prior to employment.


Bachelor's or equivalent experience.

Preferred Qualifications

• Experience with Intune, Endpoint Manager, or SCCM/ConfigMgr.

• Familiarity with admin centers for Exchange Online, Teams, SharePoint, and Entra ID.

• PowerShell experience for automation or bulk tasks.

• Prior experience performing ticket QA, maintaining SOPs, or leading workflow improvements is a must

Previous experience transforming and modernizing help desks/call centers highly desired.


 We use E-Verify to confirm the identity and employment eligibility of all new hires.

Security Clearance




Secret

Certification Required




Security+ (CE)

Job Type




Full-time

StratasCorp provides a complete compensation package with competitive wages and benefits that include medical, dental, and vision insurance, FSA & HSA accounts, disability and other income protection benefits, life insurance, paid personal time-off benefits, paid holidays, and a 401K Saving Plan with a company matching contribution.


StratasCorp is committed to equal opportunity in employment, actively seeking to build a diverse and talented workforce, including individuals with disabilities and protected veterans.


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