Head of Help Desk

We are looking for a Head of Help Desk to join our team at Integrity Software, working on-site at a leading healthcare organization.

This is a hands-on leadership role combining team management, technical support, and responsibility for IT operations, infrastructure, and projects.

Key Responsibilities:

• Lead and manage the Help Desk team and service operations
• Prioritize and resolve service tickets end-to-end
• Provide technical support for hardware, operating systems, networking, and telephony
• Manage user accounts (creation, permissions, offboarding) in coordination with HR
• Provide on-site support across organizational sites and maintain status reporting
• Manage endpoint devices: workstation installations, upgrades, and equipment replacement
• Oversee enterprise systems including Citrix, printers, CCTV, time attendance systems, Microsoft Office, and Zoom/Teams
• Support and maintain additional IT infrastructure components (wireless systems, telephony systems, etc.)
• Act as a second-level focal point for selected IT domains (infrastructure, security, telephony)
• Participate in IT projects: pilots, evaluations, documentation, implementation support, and vendor coordination

Requirements:

• At least 2 years of experience as a Help Desk Team Lead in a similar environment
• Strong experience in Microsoft environments
• Familiarity with Citrix
• Experience with Zoom / Microsoft Teams

Personal Skills:

• Strong service orientation
• Patience and professionalism
• Independent and fast learner
• Leadership abilities with hands-on technical approach