Job Summary: The Helpdesk Lead provides daily leadership for the Level 1 Helpdesk, ensuring service level agreement (SLA) attainment, operational consistency, and a high-quality customer experience. This role drives performance, escalation management, and continuous improvement within the remote team. Location:Goshen, New York, United States Responsibilities: - Oversee daily operations of the L1 Helpdesk team, ensuring compliance with all SLRs. - Monitor ticket queues, ensure accurate documenta…