IT Help Desk Lead

About the Role

We are looking for a hands-on IT Help Desk Lead to oversee daily support operations and elevate the end-user experience across our organization. This role blends leadership and technical execution. You'll improve processes, and act as an escalation point for complex issues. You’ll play a key role in ensuring reliable, efficient IT support across corporate, retail, and warehouse environments.

What You’ll Do

• Manage ticket queue, SLAs, and escalation workflows to maintain responsiveness and accountability
• Serve as the primary escalation point for complex technical issues (hardware, software, network, POS systems, etc.)
• Develop and document standard operating procedures (SOPs), knowledge base articles, and troubleshooting guides
• Partner with IT leadership on support strategy, tooling, and continuous improvement initiatives
• Monitor support metrics (response time, resolution time, CSAT) and drive performance improvements
• Coordinate onboarding/offboarding processes, including device provisioning and access management
• Support multi location environments (corporate office, retail stores, distribution/fulfillment centers)
• Evaluate and implement help desk tools, automation, and self-service capabilities

What You Bring

• 5+ years of IT support experience, with at least 1–2 years in a lead or supervisory role
• Strong knowledge of Windows/Mac environments, mobile device management (MDM), and common SaaS platforms
• Experience supporting retail systems (POS, payment systems) and/or warehouse environments is a plus
• Familiarity with ticketing systems (e.g., ServiceNow, Jira Service Management, Zendesk)
• Solid understanding of networking basics (DNS, DHCP, VPN, Wi-Fi troubleshooting)
• Strong problem-solving skills and ability to manage competing priorities
• Excellent communication skills with a customer-first mindset
• Experience building documentation and improving support processes

Nice to Have

• Certifications such as CompTIA A+, Network+, or ITIL Foundation
• Exposure to endpoint security and compliance practices

Success in This Role Looks Like

• Consistently meeting or exceeding SLA targets
• Improved end-user satisfaction and reduced repeat issues
• Well-documented processes and a scalable support model
• A motivated, accountable, and high-performing help desk team

Why Join Us

• Opportunity to shape and scale IT support in a growing organization
• Collaborative, fast-paced environment with real impact across the business
• Competitive compensation, benefits, and growth opportunities