IT Helpdesk, Team Lead- West Coast/ Mountain Time

Reports To: Manager, IT Operations

Location: Remote US

Compensation Range: $90,000-$110,000 plus bonus and equity 

*This is a fully remote position. Given the needs of our global team, we prefer availability to work hours consistent with the Pacific Time (PT) or Mountain Time (MT) zone*

What We Do:

Huntress is a fully remote, global team of passionate experts and ethical badasses on a mission to break down the barriers to cybersecurity. Whether creating purpose-built security solutions, hunting down hackers, or impacting our community, our people go above and beyond to change the security game and make a real difference.

Founded in 2015 by former NSA cyber operators, Huntress protects all businesses—not just the 1%—with enterprise-grade, fully owned, and managed cybersecurity products at the price of an affordable SaaS application. The Huntress difference is our One Team advantage: our technology is designed with our industry-defining Security Operations Center (SOC) in mind and is never separated from our service.

We protect 4M+ endpoints and 7M+ identities worldwide, elevating underresourced IT teams with protection that works as hard as they do. As long as hackers keep hacking, Huntress keeps hunting.

What You’ll Do:

Huntress is seeking a Helpdesk Team Lead to guide and develop our team of Helpdesk Administrators. You lead the group responsible for frontline IT support across our global remote workforce. You focus on service quality, ticket operations, teammate technical development, and clear communication. You partner closely with IT Operations Specialists on escalations and improvements, while maintaining ownership of the helpdesk workflow and end-user experience. You also support company-wide communications for outages and incidents that affect employee productivity.

This role does not include direct people management, but you will play a key part in providing ongoing performance insights, coaching notes, and development observations to the IT Operations Manager. Although this is a lead position, we are seeking a player-coach who is willing to step in during high-demand periods or when additional support is needed.

Responsibilities:

• Support and guide Helpdesk Administrators while promoting a high accountability team environment.
• Provide coaching, feedback, and training that strengthen troubleshooting skills, communication, and workflow habits.
• Oversee onboarding for new team members and ensure consistent training across the helpdesk.
• Manage daily ticket queues, workload distribution, and overall helpdesk flow.
• Track and support progress toward response and resolution targets.
• Review ticket quality, follow up on issues, and establish escalation paths to maintain reliable standards.
• Step into the ticket queue during high-volume periods or when additional hands-on support is needed.
• Identify recurring issues and raise them to the IT Operations Manager or IT Operations Specialists.
• Promote clear, friendly, and service-focused communication in all interactions.
• Reinforce consistent troubleshooting methods, documentation habits, and escalation guidelines.
• Support updates to helpdesk documentation and end-user guides.
• Draft and send company-wide communications about outages, incidents, updates, and scheduled maintenance.
• Collaborate with the IT Operations Manager and IT Operations Specialists to identify workflow improvements, routing changes, and automation opportunities.
• Help test new tools or process changes to confirm they support frontline needs.
• Maintain clean and accurate data within the helpdesk platform.
• Provide feedback on trends, performance, and areas that need additional training or process updates.

What You Bring To The Team:

• 5 or more years in IT support with experience leading and/or mentoring others.
• Strong understanding of helpdesk fundamentals, including troubleshooting basics, communication, and ticket management.
• Experience supporting Windows, macOS, and SaaS environments.
• Clear written and verbal communication skills and comfort speaking to the global team.
• Ability to organize workload, guide a team, and maintain structure in a busy support environment.
• A service-focused mindset that supports a consistent and positive end-user experience.
• Comfortable working in a remote-first organization. 

What We Offer: 

• 100% remote work environment - since our founding in 2015
• Generous paid time off policy, including vacation, sick time, and paid holidays
• 12 weeks of paid parental leave
• Highly competitive and comprehensive medical, dental, and vision benefits plans 
• 401(k) with a 5% contribution regardless of employee contribution
• Life and Disability insurance plans
• Stock options for all full-time employees 
• One-time $500 reimbursement for building/upgrading home office
• Annual allowance for education and professional development assistance 
• $75 USD/month digital reimbursement
• Access to the BetterUp platform for coaching, personal, and professional growth

Huntress is committed to creating a culture of inclusivity where every single member of our team is valued, has a voice, and is empowered to come to work every day just as they are. 

We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, disability, veteran status, genetic information, marital status, or any other legally protected status.  

We do discriminate against hackers who try to exploit businesses of all sizes.

Accommodations: 

If you require reasonable accommodation to complete this application, interview, or pre-employment testing or participate in the employee selection process, please direct your inquiries to [email protected]. Please note that non-accommodation requests to this inbox will not receive a response. 

Huntress uses artificial intelligence tools to assist in reviewing and evaluating job applications, including resume screening, skills assessment, and candidate matching and comparisons. These AI tools support our human recruiters in the initial review process but do not make final hiring decisions without human involvement. By submitting your application, you acknowledge this use of AI in our recruitment process. Please review our Candidate Privacy Notice for more details on our practices and your data privacy rights.

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