IT Help Desk Lead

Tactacam is seeking an experienced and technically skilled Help Desk Lead to guide our dedicated End User Support team. This team is primarily responsible for the configuration, deployment, security, and ongoing support of macOS, Windows, and ChromeOS laptops for our employees. The ideal candidate will possess strong leadership capabilities combined with hands-on expertise in modern endpoint management tools like JAMF Pro, Microsoft Endpoint Manager (Intune), and Google Workspace Admin Console. You will mentor technicians, act as a key escalation point for complex endpoint issues, oversee patching and security compliance, and drive improvements in our device lifecycle management processes.

Responsibilities

Team Leadership & Mentorship

• Provide daily guidance to Help Desk Technicians focused on endpoint support.
• Mentor team members in best practices for macOS, Windows, and ChromeOS configuration, troubleshooting, and security.
• Assist in training staff on JAMF, Microsoft Intune/Endpoint Manager, Google Workspace Admin, and related endpoint technologies.
• Foster a collaborative environment focused on efficient and secure endpoint delivery.

Endpoint Configuration & Deployment:

• Oversee the setup, imaging, and configuration processes for new and repurposed macOS (using JAMF Pro), Windows (using Microsoft Intune), and Chromebook (using Google Admin Console) laptops.
• Ensure consistent application of company standards, security policies, and software installations during device setup.
• Troubleshoot complex deployment and configuration issues across all supported platforms.
• Maintain and refine deployment workflows and standard operating procedures (SOPs).

Technical Support & Escalation:

• Serve as the senior technical resource and escalation point for challenging endpoint hardware, operating system (macOS, Windows, ChromeOS), and core software issues (Microsoft 365, Google Workspace, browsers, VPN clients).
• Provide expert-level support for JAMF agent issues, Intune enrollment/policy problems, and Google Admin console device management tasks.
• Diagnose and resolve conflicts between operating systems, drivers, security software, and business applications on endpoints.

Patch Management & Security Review:

• Oversee the patching schedule and deployment process for operating systems and third-party applications across Mac, Windows, and Chromebook endpoints using relevant tools (JAMF Patch Management, Intune/WSUS, Google Admin updates).
• Monitor endpoint compliance with security policies (e.g., encryption, antivirus, password complexity, firewall rules) enforced via JAMF, Intune/GPO, and Google Admin Console.
• Review security vulnerability reports related to endpoints and coordinate remediation efforts with the team and security personnel.
• Ensure endpoint security software (Antivirus, EDR, VPN) is correctly installed, configured, and reporting.

Process Improvement & Documentation:

• Identify opportunities to streamline endpoint deployment, management, and support processes.
• Develop and maintain comprehensive documentation, knowledge base articles, and user guides related to device