Help Desk Team Lead

Provide day-to-day guidance for an IT Help Desk team while owning service quality, metrics, and escalations.

Responsibilities

• Oversee and manage help desk and hardware technicians supporting daily issues including login and password resets, printer installs, software updates, anti-virus and malware removal, client machine rebuilds, memory upgrades, and other hardware installations.
• Allocate resources and ensure proper coverage; monitor team performance and support career development through annual staff reviews.
• Ensure Help Desk Service Level Agreements are met in collaboration with IT and Corporate Leadership.
• Coordinate equipment purchasing and confirm the department remains properly stocked.
• Establish, track, and analyze service delivery and technical metrics to meet agreed targets; implement improvements based on results and address recurring requests or issues.
• Support customer service standards by ensuring effective response times and providing expert guidance on general support topics.
• Enforce quality-of-service guidelines covering customer interactions, service completion, and overall customer satisfaction.
• Review issue-reporting trends, identify root patterns, and propose preventative solutions with updated procedures.
• Visit warehouses as required to resolve long-standing problems.
• Complete and maintain daily, weekly, and monthly statistics, status reports, and graphical reporting aids to meet department needs.
• Manage outage and emergency-activity communications to the organization; determine root causes to help prevent future service interruptions.
• Serve as an escalation point between Help Desk staff and Level 3 Administrators (ERP, Network, Data, and Applications teams).
• Partner with HR, Facilities, and managers to improve employee experience for current and newly hired employees.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Management Information Systems, Engineering, or Accounting.
• 3 to 5 years of experience in an IT Service Desk or related environment.
• Advanced verbal and written English language skills.
• Advanced proficiency with MS Office (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 that drive profitable outcomes.
• Ability to translate technical knowledge into actionable direction for others.
• Work closely with other IT team members to meet System Reliability Service Level Agreement requirements.
• Maintain a 98% or better SLA success rate each month.
• Same-day resolution of user issues.
• Complete 40 hours of classroom or online skills training each year.

Technologies

• MS Office: Word, Excel, MS Outlook

Location and Work Schedule

• Phoenix, AZ (hybrid)
• Full Time, Monday-Friday, 9:00 am - 6:00 pm
• Hybrid schedule with 2 days work from home and 3 days in the office

Compensation

• USD 24 - 25 per hour (based on experience)

Benefits

• Full benefits: medical, dental, vision, life insurance, disability, and 401K
• 104 hours of paid time off accruals
• Complimentary gym access and much more
• Employee discount program
• Long-Term Career Opportunities
• Recognized as a Top Company in Tampa Bay 8 years running