Electric Power Engineers · 1 day ago
Help Desk Team Lead
Panama City, FL
Full-time
Hybrid
Senior Level
7+ years expElectric Power Engineers is focused on designing the grid of the future. The Helpdesk Team Lead is responsible for overseeing global Help Desk operations, ensuring efficient delivery of technical support services to employees worldwide, and mentoring team members.
ConsultingElectronicsEnergyMechanical Engineering
Responsibilities
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
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
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
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
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
Qualification
Required
Minimum 7–10 years of progressive IT support experience, including Tier III responsibilities
Minimum 2 years of experience in a team lead, supervisory, or mentorship capacity
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
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
Preferred
Bachelor's degree in Information Technology, Computer Science, or related field
ITIL Foundations v4 certification
Scripting or automation experience (PowerShell, Bash)
Benefits
Comprehensive Health & Life Insurance: 100% premium coverage for employees, with partial coverage available for eligible dependents.
Opportunity to work on cutting-edge automation solutions for the power industry.
Collaborate with a team of experts in software engineering, renewable energy, and grid technologies.
Flexible hybrid work environment with opportunities for professional growth and innovation.
Company
Electric Power Engineers
Electric Power Engineers, Inc. (EPE) is a leading power engineering consulting firm.
501-1000 employees
H1B Sponsorship
Electric Power Engineers has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (12)
2024 (7)
2023 (2)
2022 (7)
2021 (4)
2020 (5)
Funding
Current Stage
Late StageTotal Funding
unknown2025-01-06Private Equity
Leadership Team
Hala N. Ballouz
Co-Founder, Chief Vision Officer, and Board Chair
Recent News
Seattle TechFlash
2025-04-28
2025-04-22
Company data provided by crunchbase