Team Leadership

Team Leadership Support Jobs

2 jobs found

Today

Helpdesk Team Lead

FIT Technologies Cleveland, OH

Cleveland, OH

Today

$55k - $65k/yr Full time Manager Active Directory Cloud Platforms

Apply Now

Job Description

This role provides technical leadership for an on-site Helpdesk team in Cleveland, OH. You will guide day-to-day support operations, mentor team members, and help ensure consistent service delivery aligned with IT support standards, Service Level Agreements, and client satisfaction goals.

Key Responsibilities

Lead the Helpdesk team, evaluate performance, and support team development.
Manage escalations for priority issues through resolution.
Establish and maintain best practices across the technical support process.
Create and update documentation to support consistent service delivery.
Participate in internal leadership meetings and initiatives.
Set and meet specific customer service standards.
Improve customer support outcomes by responding to queries and handling escalated issues.
Follow up with clients to identify areas for improvement.
Provide customer feedback to the appropriate internal teams.
Lead meetings with FIT teams to uphold SLAs, review client reports, and ensure metric accuracy.
Conduct regular 1:1 meetings with team members.

Required Qualifications

Professional, confident, reliable, trustworthy, and positive demeanor.
Ability to troubleshoot, diagnose, and solve problems while documenting all steps taken for resolution.
Hands-on experience with Helpdesk and remote support software.
Ability to relay technical information and instructions in writing and verbally to clients with varying technical knowledge.
Strong organizational and time management skills with a detailed, follow-through mindset.
Customer-service oriented problem-solving approach.
Basic understanding of varying versions of Microsoft Windows, Active Directory, Microsoft 365, and Group Policy.
Knowledge of Microsoft Office applications, Microsoft developer tools, Antivirus, remote connection technologies, and PC troubleshooting skills for hardware and software.
Comprehension of networking concepts and protocols, including TCP/IP addressing and VLANS.
Ability to maintain confidentiality of information accessed, processed, or stored.
Demonstrated ability to work and adapt in an evolving-priority environment.
Demonstrated ability to follow processes and protocols.
Demonstrated ability to meet deadlines and manage multiple tasks simultaneously.
Demonstrated ability to learn software tools and applications, such as an asset tracking and ticketing system.
Demonstrated ability to manage a team.
Bachelors of Arts or Science or equivalent work experience.

Preferred Certifications

A+, Network+, MTA, MCSA certifications are desirable.

Technologies You Will Work With

Helpdesk and remote support software
Microsoft Windows, Active Directory, Microsoft 365, Group Policy
Microsoft Office applications, Microsoft developer tools
Antivirus, remote connection technologies, PC troubleshooting
TCP/IP addressing, VLANS
Asset tracking and ticketing system

Salary and Education

Compensation: USD 55,000 - 65,000 per year (full-time).
Education: Bachelors of Arts or Science or equivalent work experience.

Benefits

401(k)
Dental insurance
Employee assistance program
Flexible spending account
Health insurance
Health savings account
Life insurance
Paid time off
Parental leave
Referral program
Vision insurance

Working Conditions

Normal office environment.
Ability to sit for extended periods.
Reliable transportation to the office.
Occasional evening and weekend work.

Location and Employment Type

Location: Cleveland, OH (onsite).
In-person work location: Cleveland, OH 44115 (Required for commute and relocation before starting work).
Job Type: Full-time.

Application Instructions

To apply, submit an application online through FIT Technologies’ Career Center.

Additional Employer Statements

FIT Technologies is a non-smoking workplace and does not hire tobacco/vape users.
FIT Technologies is an equal opportunity employer and welcomes diversity in its employees.

View full job page →

1mo ago

IT Lead Help Desk Technician

Ollies Bargain Outlet, Inc. Harrisburg, PA

Harrisburg, PA

1mo ago Closed

Full time Contact Center Customer Service Customer Support

This position is no longer accepting applications (closed Jul 22, 2026).

Job Description

Lead the Help Desk team across our stores, support center, and distribution center, guiding daily operations, performing advanced troubleshooting, coaching staff, and reporting on performance to meet service levels.

Responsibilities

Provide professional first, second, and third level issue resolution and customer service to all associates.
Assist with daily coaching, development, and recognition for Help Desk Technicians.
Monitor and evaluate team performance to ensure quality, consistency, and adherence to service expectations.
Oversee ticket escalations and coordinate communication for complex or high impact service issues.
Resolve user tickets and incidents promptly while maintaining ongoing communication with the Help Desk and end users.
Provide escalation for requests within the Help Desk as needed.
Support the creation and ongoing maintenance of Help Desk processes and procedures.
Offer support, feedback, and resolution of complaints related to Help Desk tickets.
Report on operational metrics and KPIs to drive continuous improvement.
Assist in reviewing Help Desk incidents and analyzing reports for opportunities to improve all Help Desk processes and procedures.
Deliver training for development and increased knowledge for the Help Desk.
Facilitate timely and consistent follow-up and resolution of requests by the Help Desk Technicians.
Follow all operational procedures and document pertinent information, communication, and resolution in support tickets.
Adapt to changing environment and business demands.
Complete any additional responsibilities and/or duties as assigned.

Requirements

High school diploma or equivalent required.
Certification or degree in related field required.
Experience using a Contact Center Solution.
5 years supervisory experience in Help Desk support.
Ability to work a flexible schedule to include occasional evenings, weekends, and holidays.
Ability to travel to stores and distribution centers occasionally.
Ability to adjust in a changing environment and business demands.
Ability to exercise sound judgment.
Ability to preserve confidentiality of information.
Ability to organize and prioritize a variety of tasks and activities and work within strict timeframes and deadlines.
Excellent analytical skills and the ability to create, interpret, and communicate issues and resolutions to management and users.
Accuracy and attention to detail.
Outstanding interpersonal and listening skills; ability to articulate complex technical topics for non-technical audiences.

Technologies

Contact Center Solution

Benefits

Medical, Dental, Vision, and RX coverage begins after 30 days of employment
401K, Company match begins at Associate enrollment
20% Associate discount on all Ollie’s purchases
Vast array of voluntary benefits
120 hours of PTO that start accruing on day one

View full job page →

Team Leadership Support Jobs

Helpdesk Team Lead

IT Lead Help Desk Technician

Get Team Leadership Support Jobs alerts