Position Summary

The Helpdesk Lead owns the daily operations of GSI's IT helpdesk, ensuring end users across our distributed, multi-site workforce get timely, effective resolutions. This role blends hands-on technical support with team leadership: you'll be the primary point of escalation for complex issues while coaching and supervising helpdesk technicians. You'll be measured on results — service quality, performance metrics, and a support process that keeps getting better. This is a strong next step for someone ready to grow into broader IT management and leadership.

GSI has 1300 employees at all levels of technical ability, mostly construction employees in field environments, but also remote and on-premises professional employees.

NOTE: GSI is not currently sponsoring new hire VISAs or relocating for this role. You must live within commutable distance to the Westminster, CO office AND have a current work authorization to be considered.

Key Responsibilities

Team Leadership & Supervision

• Supervise, schedule, and mentor helpdesk technicians, ensuring adequate coverage across all shifts.
• Conduct regular one-on-ones, performance reviews, and training sessions to develop team skills.
• Serve as the first point of escalation for complex or high-priority technical issues.
• Onboard new team members and maintain training documentation and knowledge base articles.

Service Delivery & Ticket Management

• Monitor ticket queues to ensure requests are triaged, assigned, and fully resolved.
• Review and prioritize incoming tickets, reassigning work as needed to higher support tiers.
• Track and report on key metrics such as response time, resolution time, ticket volume, and customer satisfaction.
• Identify recurring issues and coordinate with IT teams on root-cause resolution.

Technical Support

• Provide hands-on Tier 2/3 support for hardware, software, network, and account access issues.
• Troubleshoot and resolve issues involving operating systems, business applications, printers, and peripherals.
• Manage user account provisioning, deprovisioning, and access permissions.
• Support IT asset management, including inventory tracking and equipment deployment and recovery.

Process Improvement

• Develop and maintain standard operating procedures, runbooks, and troubleshooting guides.
• Recommend and implement improvements to ticketing systems, workflows, and support tools.
• Evaluate helpdesk software, automation opportunities, and self-service resources to improve efficiency.

Communication & Reporting

• Communicate service outages, planned maintenance, and known issues to stakeholders.
• Prepare regular reports on helpdesk performance for IT management.
• Act as a liaison between the helpdesk team and other IT functions (infrastructure, security, applications).

Required Qualifications & Skills

• Associate's or bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• 3+ years of helpdesk/IT support experience, including at least 1 year in a lead or supervisory capacity.
• Strong knowledge of Windows operating systems, Active Directory, and Microsoft 365.
• Experience with ticketing systems (e.g., ServiceNow, Zendesk, SolarWinds, Jira Service Management).
• Solid understanding of networking fundamentals (TCP/IP, DNS, VPN) and common business applications.
• Excellent communication, customer service, and conflict-resolution skills.
• Strong organizational skills with the ability to manage competing priorities and multiple tickets simultaneously.

Preferred Qualifications

• ITIL Foundation certification or familiarity with ITIL service management practices.
• Relevant technical certifications (CompTIA A+/Network+, Microsoft Certified: Modern Desktop Administrator, etc.).
• Experience with remote support tools, scripting (PowerShell), or basic system administration.
• Prior experience in a regulated industry or enterprise IT environment.

Work Environment

• Based at GSI's Westminster, CO headquarters or a GSI remote office hub.
• Office-based with occasional on-call or after-hours availability for critical incidents.
• May require occasional lifting of IT equipment (up to 25–40 lbs) for deployments and repairs.