IT Help Desk Lead

IT Help Desk Lead

Tactacam is seeking an experienced and technically skilled Help Desk Lead to guide our dedicated End User Support team. This team is primarily responsible for the configuration, deployment, security, and ongoing support of macOS, Windows, and ChromeOS laptops for our employees. The ideal candidate will possess strong leadership capabilities combined with hands-on expertise in modern endpoint management tools like JAMF Pro, Microsoft Endpoint Manager (Intune), and Google Workspace Admin Console. You will mentor technicians, act as a key escalation point for complex endpoint issues, oversee patching and security compliance, and drive improvements in our device lifecycle management processes.

Responsibilities

Team Leadership & Mentorship

• Provide daily guidance to Help Desk Technicians focused on endpoint support.
• Mentor team members in best practices for macOS, Windows, and ChromeOS configuration, troubleshooting, and security.
• Assist in training staff on JAMF, Microsoft Intune/Endpoint Manager, Google Workspace Admin, and related endpoint technologies.
• Foster a collaborative environment focused on efficient and secure endpoint delivery.

Endpoint Configuration & Deployment:

• Oversee the setup, imaging, and configuration processes for new and repurposed macOS (using JAMF Pro), Windows (using Microsoft Intune), and Chromebook (using Google Admin Console) laptops.
• Ensure consistent application of company standards, security policies, and software installations during device setup.
• Troubleshoot complex deployment and configuration issues across all supported platforms.
• Maintain and refine deployment workflows and standard operating procedures (SOPs).

Technical Support & Escalation:

• Serve as the senior technical resource and escalation point for challenging endpoint hardware, operating system (macOS, Windows, ChromeOS), and core software issues (Microsoft 365, Google Workspace, browsers, VPN clients).
• Provide expert-level support for JAMF agent issues, Intune enrollment/policy problems, and Google Admin console device management tasks.
• Diagnose and resolve conflicts between operating systems, drivers, security software, and business applications on endpoints.

Patch Management & Security Review:

• Oversee the patching schedule and deployment process for operating systems and third-party applications across Mac, Windows, and Chromebook endpoints using relevant tools (JAMF Patch Management, Intune/WSUS, Google Admin updates).
• Monitor endpoint compliance with security policies (e.g., encryption, antivirus, password complexity, firewall rules) enforced via JAMF, Intune/GPO, and Google Admin Console.
• Review security vulnerability reports related to endpoints and coordinate remediation efforts with the team and security personnel.
• Ensure endpoint security software (Antivirus, EDR, VPN) is correctly installed, configured, and reporting.

Process Improvement & Documentation:

• Identify opportunities to streamline endpoint deployment, management, and support processes.
• Develop and maintain comprehensive documentation, knowledge base articles, and user guides related to device setup, common issues, and supported software/platforms.
• Track key metrics related to endpoint deployment success, patch compliance, ticket resolution times, and user satisfaction. Generate reports for management.

Collaboration:

• Liaise with Systems Administrators, Network Engineers, and Security Teams to ensure seamless integration and security of endpoints within the company infrastructure.
• Collaborate with IT Asset Management regarding device inventory, lifecycle, and disposal.

Qualifications

Qualifications:

• Associate's or Bachelor's degree in IT/CS or related field, OR equivalent practical experience.

• Minimum of 5 years in IT support roles with significant hands-on experience managing diverse endpoint environments (macOS, Windows, ChromeOS).

• Proven, hands-on experience managing macOS devices using JAMF Pro.

• Proven, hands-on experience managing Windows devices using Microsoft Endpoint Manager (Intune) and/or SCCM/MECM. (Specify which is primary if possible).

• Proven, hands-on experience managing Chromebooks using Google Workspace Admin Console.

• Strong experience supporting Google Workspace core applications and administration.

• Demonstrable knowledge of operating system patching methodologies and security best practices for endpoints.

• Familiarity with endpoint security concepts (Antivirus, EDR, Disk Encryption, VPN).

• Strong analytical and troubleshooting capabilities.

• Ability to prioritize effectively in a busy environment.

Comprehensive Benefits Package: 

Our benefits include Medical, Dental, and Vision coverage to ensure your well-being. Plan for the future with our 401k plan, and take time off to recharge with PTO. We've got you covered with Disability Insurance and Life Insurance too! 

Location Limitations: 

Please note at this time, we are not accepting applications from candidates based in Alaska (AK), California (CA), Connecticut (CT), Delaware (DE), Hawaii (HI), Louisiana (LA), Massachusetts (MA), New Mexico (NM), New York (NY), Oregon (OR), Washington (WA), Washington, D.C. (DC), Illinois (IL), or Wyoming (WY). We encourage candidates from other locations to apply for our open positions. 

Equal Opportunity Employer: 

Tactacam is an equal opportunity employer and does not discriminate against any applicant or employee based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or any other protected status. We are committed to providing a fair and inclusive work environment for all, and we encourage individuals of all backgrounds to apply for our open positions. If you require reasonable accommodation during the application process, please let us know, and we will be happy to assist.