IT Help Desk Lead

Location: Tahoe Reno, NV About Switch At Switch, we don't just design, build and operate data centers-we are enabling the technology of the future. Led by Founder & CEO, Rob Roy, we believe in revolutionary innovation, operational excellence and the principle of karma. Switch is where talented people come together to EVOLVE the digital world. We believe that innovation isn't just about technology-it's about the people, culture, and purpose that make it happen. Every Switch team member contributes to a mission greater than themselves: to create the world's most advanced digital infrastructure that powers the progress of humanity. The Role: IT Help Desk Lead The IT Help Desk Lead is responsible for the daily quality, consistency, and effectiveness of end-user IT support at Switch. This role provides advanced technical support while leading triage, escalation, documentation, and service improvement efforts across the Help Desk. You will support on-site users and remote employees across the company. The role exists to ensure reliable service, clear communication, and minimal disruption to business operations. What You'll Do 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. What We're Looking For Clear, direct communication with both technical and non-technical users. Sound judgment when prioritizing issues and managing escalations. Consistent follow-through and ownership of work from start to resolution. A calm, professional approach during service disruptions or high-pressure situations. Willingness to document, standardize, and improve how work gets done. Reliability, accountability, and respect for shared service commitments. What You'll Bring 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. Candidates are encouraged to apply even if they do not meet every listed qualification. Why Switch? A Culture of Karma - We are self-motivated by karma, ensuring our actions contribute to a positive, supportive and forward-thinking environment. Industry Leading Designs - Work with the most advanced data center technology on the planet and be a part of emerging technology development. Flexibility & Remote Opportunities - Whether in-office, hybrid, or fully remote, we offer the technology and support to keep teams connected and productive. Career Stability & Growth - In this expanding industry, we invest in our people, providing opportunities & advancement in a stable, growing company. Generous Benefits Package - Switch provides comprehensive coverage for you and your family that can be tailored to fit your personal needs, and more! Join Us & Make a Difference This is more than a job-it's a mission. If you're ready to be part of a culture that values innovation, karma, and limitless potential, we want to hear from you. Apply Now and Let's Build the Future Together.

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