How to hire a helpdesk lead

How to hire a helpdesk lead, step by step

Here's a step-by-step helpdesk lead hiring guide:

• Step 1: Identify your hiring needs
• Step 2: Create an ideal candidate profile
• Step 3: Make a budget
• Step 4: Write a helpdesk lead job description
• Step 5: Post your job
• Step 6: Interview candidates
• Step 7: Send a job offer and onboard your new helpdesk lead
• Step 8: Go through the hiring process checklist

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1. Identify your hiring needs

   Before you post your helpdesk lead job, you should take the time to determine what type of worker your business needs. While certain jobs definitely require a full-time employee, it's sometimes better to find a helpdesk lead for hire on a part-time basis or as a contractor.

   Determine employee vs contractor status

   Is the person you're thinking of hiring a US citizen or green card holder?

   Yes

   No

   A helpdesk lead's background is also an important factor in determining whether they'll be a good fit for the position. For example, helpdesk leads from different industries or fields will have radically different experiences and will bring different viewpoints to the role. You also need to consider the candidate's previous level of experience to make sure they'll be comfortable with the job's level of seniority.

   Here's a comparison of helpdesk lead salaries for various roles:

   Type of Helpdesk Lead	Description	Hourly rate
   Helpdesk Lead	Computer support specialists provide help and advice to people and organizations using computer software or equipment. Some, called computer network support specialists, support information technology (IT) employees within their organization... Show more	$25-40
   Infrastructure Analyst	An infrastructure analyst utilizes their computer systems expertise to identify issues and determine immediate corrective measures over a company's private network. Their responsibilities revolve around performing research and analysis to identify vulnerabilities or areas needing improvements, monitoring the company's network, coordinating with different departments to gather data, responding to complaints and issues, troubleshooting, and implementing solutions in the system... Show more	$23-47
   Information Technology/Support Technician	An information technology (IT) support technician is a professional who is responsible for providing support and troubleshoots software and hardware problems faced by customers. As for larger organizations that have their own IT department, technicians must work together internally with their IT staff members... Show more	$14-31

   Show more

2. Create an ideal candidate profile

   Common skills:

   • Desk Support
   • Remote Desktop
   • Technical Support
   • Phone Calls
   • Troubleshoot
   • Network Printers
   • Mac
   • Remedy
   • Network Connectivity
   • Encryption
   • ITIL
   • User Data
   • Laptop Computers
   • VPN

   Check all skills

   Responsibilities:

   • Manage helpdesk environment, troubleshooting and resolving open tickets and issues at highest support level while maintaining core SLA's.
   • Resolve remote client connectivity issues with VPN, RAS, and Dialups.
   • Install, configure and troubleshoot computers, computer relate peripheral hardware, software and network connectivity.
   • Resolve Citrix connection and printing problems.
   • Install VPN client, printer drivers and utilities.
   • Direct the encryption process of all desktops and laptops in the company.

3. Make a budget

   Including a salary range in your helpdesk lead job description is a great way to entice the best and brightest candidates. A helpdesk lead salary can vary based on several factors:

   • Location. For example, helpdesk leads' average salary in alaska is 40% less than in new jersey.
   • Seniority. Entry-level helpdesk leads earn 39% less than senior-level helpdesk leads.
   • Certifications. A helpdesk lead with a few certifications under their belt will likely demand a higher salary.
   • Company. Working for a prestigious company or an exciting start-up can make a huge difference in a helpdesk lead's salary.

   Average helpdesk lead salary

   $66,875yearly

   $32.15 hourly rate

   ---

   Entry-level helpdesk lead salary

   $52,000 yearly salary

   Updated December 21, 2025

4. Writing a helpdesk lead job description

   A good helpdesk lead job description should include a few things:

   • Summary of the role
   • List of responsibilities
   • Required skills and experience

   Including a salary range and the first name of the hiring manager is also appreciated by candidates. Here's an example of a helpdesk lead job description:

   Helpdesk lead job description example

   Lead Desktop Support Analyst - Boston
   Our client, a global financial services company is currently recruiting a Lead Desktop Support Analyst to join our TechConnect team.
   
   The Lead Desktop Support Analyst (DSA) is responsible for Infrastructure Systems related projects in their assigned business line(s). The DSA seeks to understand the internal client’s business as well as their technology requirements. Duties include analysis of business requirements, assisting with business cases and ROI, as well as acting as project coordinator on all systems related implementations.
   Some of your key responsibilities include:
   
   Technical
   • Monitor business unit technology needs by knowing the department and strategic direction.
   • Acts as liaison between Systems technical staff and end users during trouble-shooting.
   • Provide 24x7 support on rotating basis.
   • Analyze processing methods and identify solutions through assessment of various system alternatives.
   • Identify technology opportunities that will affect specific business area strategy and performance.
   • Measure customer satisfaction, the System organization's effectiveness and specific on-going needs of the business area.
   
   User Support/Project Management
   • Work with clients to manage and prioritize technical projects.
   • Manage moves, adds, changes of software and hardware for all equipment, including equipment used on desktops, in test labs and training rooms.
   • Advise Desktop Support Technicians and Help Desk staff in trouble-shooting systems and equipment problems, identifying causes and recommending solutions.
   
   Consulting
   • Consult with System teams and vendors to determine department systems requirements and solutions.
   • Consult with other EUC technicians and DSA’s to determine system requirements.
   Qualifications:
   • Bachelors degree in Management Information Systems, Computer Science, Information Technology, and/or equivalent work experience.
   • 4+ years experience supporting PC hardware, op systems, software.
   • Related Financial Services business background (a plus, but not required).
   • Knowledge of several operating systems.
   • Familiarity with LAN environments, Windows and GUI-based design.
   • Analytical and problem solving skills.
   • Ability to use standard desktop tools effectively, including Microsoft Office.
   • Ability to work in a team environment.
   • Client service skills.
   
   What We Offer:
   • A collaborative environment that enables you to step outside your role to add value wherever you can
   • Direct access to clients, information and experts across all business areas around the world
   • Opportunities to grow your expertise, take on new challenges, and reinvent yourself—without leaving the firm
   • A culture of inclusion that values each employee’s unique perspective
   • High-quality benefits program emphasizing good health, financial security, and peace of mind
   • Rewarding work with the flexibility to enjoy personal and family experiences at every career stage
   • Volunteer opportunities to give back to your community and help transform the lives of others
   
   

   Copy this example

   

5. Post your job

   To find the right helpdesk lead for your business, consider trying out a few different recruiting strategies:

   • Consider internal talent. One of the most important sources of talent for any company is its existing workforce.
   • Ask for referrals. Reach out to friends, family members, and current employees and ask if they know or have worked with helpdesk leads they would recommend.
   • Recruit at local colleges. Attend job fairs at local colleges to recruit helpdesk leads who meet your education requirements.
   • Social media platforms. LinkedIn, Facebook and Twitter now have more than 3.5 billion users, and you can use social media to reach potential job candidates.

   To find helpdesk lead candidates, you can consider the following options:

   • Post your job opening on Zippia or other job search websites.
   • Use niche websites that focus on engineering and technology jobs, such as dice, engineering.com, stack overflow, it job pro.
   • Post your job on free job posting websites.

6. Interview candidates

   To successfully recruit helpdesk leads, your first interview needs to engage with candidates to learn about their interest in the role and experience in the field. You can go into more detail about the company, the role, and the responsibilities during follow-up interviews.

   You should also ask about candidates' unique skills and talents to see if they match the ideal candidate profile you developed earlier. Candidates good enough for the next step can complete the technical interview.

   If your interviews with helpdesk lead applicants aren't enough to make a decision, you should also consider including a test project. These are often the best, most straightforward, and least bias-prone ways of determining who will likely succeed in the role. If you don't know how to design an appropriate test, you can ask someone else on the team to create it or take a look at these websites to get a few ideas:

   • TestDome
   • CodeSignal
   • Testlify
   • BarRaiser
   • Coderbyte

   The right interview questions can help you assess a candidate's hard skills, behavioral intelligence, and soft skills.

7. Send a job offer and onboard your new helpdesk lead

   Once you've decided on a perfect helpdesk lead candidate, it's time to write an offer letter. In addition to salary, it should include benefits and perks available to the employee. Qualified candidates may be considered for other positions, so make sure your offer is competitive. Candidates may wish to negotiate. Once you've settled on the details, formalize your agreement with a contract.

   You should also follow up with applicants who don't get the job with an email letting them know that you've filled the position.

   To prepare for the new employee's start date, you can create an onboarding schedule and complete any necessary paperwork, such as employee action forms and onboarding documents like I-9 forms, benefits enrollment, and federal and state tax forms. Human Resources should also ensure that a new employee file is created.

8. Go through the hiring process checklist

   • Determine employee type (full-time, part-time, contractor, etc.)
   • Submit a job requisition form to the HR department
   • Define job responsibilities and requirements
   • Establish budget and timeline
   • Determine hiring decision makers for the role
   • Write job description
   • Post job on job boards, company website, etc.
   • Promote the job internally
   • Process applications through applicant tracking system
   • Review resumes and cover letters
   • Shortlist candidates for screening
   • Hold phone/virtual interview screening with first round of candidates
   • Conduct in-person interviews with top candidates from first round
   • Score candidates based on weighted criteria (e.g., experience, education, background, cultural fit, skill set, etc.)
   • Conduct background checks on top candidates
   • Check references of top candidates
   • Consult with HR and hiring decision makers on job offer specifics
   • Extend offer to top candidate(s)
   • Receive formal job offer acceptance and signed employment contract
   • Inform other candidates that the position has been filled
   • Set and communicate onboarding schedule to new hire(s)
   • Complete new hire paperwork (i9, benefits enrollment, tax forms, etc.)

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