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