Switch · 10 hours ago
IT Help Desk Lead
, NV
Full-time
Onsite
Mid, Senior LevelSwitch is a company that designs, builds, and operates data centers to enable future technology. The IT Help Desk Lead is responsible for providing advanced technical support and ensuring the quality and effectiveness of IT support for end-users, while also leading service improvement efforts across the Help Desk.
Information Technology & Services
Responsibilities
Provide advanced Tier 2 and Tier 3 technical support for Windows, macOS, enterprise applications, and end-user hardware
Lead daily request triage, prioritization, escalation, and follow-through using the IT ticketing system
Ensure Help Desk service levels, response times, and quality standards are met
Train, coach, and support Help Desk technicians on tools, processes, and customer communication
Maintain accurate ticket documentation, time tracking, and knowledge base articles
Own incident and service request workflows aligned to ITIL practices
Identify recurring issues and recommend process, tooling, or procedural improvements
Support on-call rotations and escalated after-hours incidents as required
Qualification
Required
Experience providing advanced end-user IT support in a corporate environment
Hands-on knowledge of: Windows and macOS environments, Azure AD and Active Directory, Microsoft 365, Teams, SharePoint, and Intune, IT service management tools such as ServiceNow or Jira, User authentication and device management systems
Experience guiding or mentoring other technicians
Ability to work on-site in Reno with reliable transportation
Valid driver's license
Preferred
ITIL fundamentals and service management experience
Experience supporting Apple devices including MacBooks, iPhones, and iPads
Industry certifications such as A+, Network+, Security+, ITIL, or Microsoft certifications
Benefits
Generous Benefits Package - Switch provides comprehensive coverage for you and your family that can be tailored to fit your personal needs, and more!
Company
Switch
Switch was founded in 2000 by CEO Rob Roy and stands at the forefront as the premier data center designer, builder and operator, owning 100% of its land and facilities.
Founded in 2000
1001-5000 employees
H1B Sponsorship
Switch 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 (4)
2024 (1)
Funding
Current Stage
Late StageLeadership Team
Gabe Nacht
Chief Financial Officer
Madonna Park
Chief Financial Officer
Recent News
2025-07-15
2025-04-22
2025-03-26
Company data provided by crunchbase