Team Lead, Helpdesk & IT Support

As a Team Lead, Helpdesk & IT Support at Censys, your primary responsibilities include providing training and support to IT staff and end-users, managing the IT support ticketing system, addressing and resolving employee requests efficiently, and collaborating with the Security team to ensure compliance with regulations. You will be the go-to person for maintaining documentation and recommending technology upgrades, ensuring that all employees have the tools they need to succeed.

To qualify for the Team Lead, Helpdesk & IT Support role at Censys, candidates should have at least 5 years of experience in supporting IT services along with 1-2 years in a leadership capacity. Familiarity with MacOS and cloud-based services, such as Google Workspace, Slack, and Zoom, is essential. A strong problem-solving mindset and adaptability to technological changes would also be advantageous.

At Censys, employee growth is a fundamental part of our culture. As a Team Lead, Helpdesk & IT Support, you’ll have ample opportunities for professional development through training sessions, access to resources to stay current with technology trends, and mentoring from senior leadership. We encourage collaboration across teams, allowing you to expand your skill set and contribute meaningfully to the company's mission.

Censys fosters an inclusive and innovative work environment where collaboration is key. As a Team Lead, you’ll be part of a medium-sized team of around 150-200 people, working closely with various departments. Our office in Tysons, VA, is designed to promote openness and teamwork, providing you with a supportive atmosphere to excel in your role while having the opportunity to connect with colleagues through travel.

The expected salary range for the Team Lead, Helpdesk & IT Support position at Censys is between $105,000 and $140,000 USD, coupled with bonus eligibility and equity opportunities. We believe in fair compensation for our team members and are committed to recognizing the value that each contributes to our collective mission.

In your answer, it's important to highlight specific examples of your leadership experience, including how you managed teams, resolved conflicts, and ensured high levels of customer satisfaction in previous roles. Discuss specific metrics or achievements that demonstrate your success.

A great response should showcase your organizational skills and ability to assess the urgency of requests. Explain your method for triaging requests, providing examples of how you've effectively managed competing priorities to ensure timely support.

When answering this question, focus on a specific incident where your problem-solving skills were put to the test. Detail the steps you took to diagnose the issue, the resolution, and the impact it had on the team or company, illustrating your technical expertise and commitment to service.

Outline your experience with relevant tools such as Zendesk, Slack, Google Workspace, and any other IT service management software. Discuss project examples where you utilized these tools effectively to enhance operational efficiency and support processes.

Demonstrate your understanding of compliance by discussing your approach to maintaining security protocols. You might mention how you stay informed on regulatory requirements and your role in training staff to recognize and uphold these policies.

Your answer should reflect your people management style, including how you've addressed performance issues and helped team members improve. Emphasize your commitment to constructive feedback and developing team potential.

Convey your passion for continuous learning. Mention resources you utilize, such as networking, attending workshops, following tech news, or participating in professional organizations that keep you informed about technological advancements relevant to IT support.

Talk about the importance of clear documentation and standard operating procedures in support roles. Describe your process for documenting issues and resolutions, perhaps mentioning previous experiences where thorough documentation improved team efficiency and problem resolution.

In this scenario, it’s crucial to show empathy and strong communication skills. Describe how you would listen to the employee's concerns, work to resolve the issue, and ensure they feel supported and valued as a customer of IT services.

Your answer should reflect your strategic thinking. Provide insights into how you would streamline processes, incorporate helpdesk software effectively, or introduce training initiatives to improve response times and overall user satisfaction.