Help Desk Lead

The Help Desk Team Lead provides leadership and oversight for the IT Help Desk function, ensuring technicians deliver high quality support and achieve service expectations.

Role Overview

In this hybrid position in Phoenix, AZ, the Help Desk Lead manages Help Desk staff and operations to maintain strong service levels. The role supports day-to-day end user and hardware issues, monitors SLA performance, and acts as an escalation point for more complex support needs.

Key Responsibilities

• Lead a team of help desk and hardware technicians supporting common daily issues, including login and password resets, printer installs, software updates, anti-virus management, malware removal, and rebuilds of client machines, as well as memory and other hardware installations.
• Coordinate resource allocation to ensure adequate coverage, monitor team performance, and support career development through staff annual reviews.
• Ensure Help Desk Service Level Agreements established by IT and Corporate Leadership are met.
• Coordinate equipment purchasing and maintain appropriate department inventory levels.
• Establish, track, and analyze service delivery and technical metrics; meet agreed targets and standards; implement changes to improve service levels; address recurring issues; and monitor outcomes.
• Support strong customer service by maintaining effective response times and providing expert insight into general support issues.
• Enforce quality-of-service guidelines for customer interactions, service completion, and overall customer satisfaction.
• Analyze issue-reporting trends and develop preventative solutions, recommendations for process improvements, and enhanced procedures.
• Visit warehouses as required to resolve long-standing issues.
• Complete and deliver daily, weekly, and monthly statistics, status reports, and graphical reporting updates; continuously modify reporting to meet departmental needs.
• Manage communication processes for outages or emergency activities, and help determine root causes to avoid future interruptions.
• Serve as an escalation point between Help Desk support staff and Level 3 Administrators (ERP team, Network team, Data team, and Applications team).
• Partner with HR, Facilities, and managers to support an improved employee experience for current and newly hired employees.

Required Qualifications

• Bachelor’s degree required in Computer Science, Information Technology, Management Information Systems, Engineering, or Accounting (listed degree options also include Computer Science/IT/MIS/Engineering/Acc).
• 3 to 5 years of experience in an IT Service Desk environment or a related environment.
• Advanced verbal and written English language skills.
• Advanced proficiency in the MS Office suite (Word, Excel, MS Outlook).
• Excellent organizational and time management skills.
• Advanced technical and analytical skills.
• Advanced interpersonal skills.
• Aptitude for understanding and facilitating technology initiatives; ability to translate technical knowledge into actionable direction.
• Ability to work closely with other IT team members to meet System Reliability Service Level Agreement requirements.
• Must achieve a 98% or better SLA success rate each month.
• Same-day resolution of user issues.
• Must fulfill 40 hours of classroom or online skills training each year.

Technologies

• MS Office suite, including Word, Excel, and MS Outlook
• Anti-virus
• ERP team, Network team, Data team, Applications team

Compensation and Schedule

• Hourly rate: USD 24 - 25 per hour (based on experience)
• Schedule: Full Time, Monday-Friday, 9:00 am - 6:00 pm
• Work arrangement: Hybrid with 2 days at home and 3 days in the office

Benefits

• Full benefits including medical, dental, vision, life insurance, disability, and 401K
• 104 hours of paid time off accruals
• Complimentary gym access and additional benefits
• Employee discount program
• Long-term career opportunities across 30 branches in the country
• Recognized as a Top Company in Tampa Bay for 8 years running