IT HelpDesk Team Leader - Hybrid
IT HelpDesk Team Leader - Hybrid
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Salary Not Disclosed
1 Vacancy
Job Description
Key Responsibilities:
Technical Support (HandsOn)
- Provide Level 2 and Level 3 support for complex technical issues related to hardware software and networking.
- Handle escalations and support highpriority incidents collaborating with other teams as needed.
- Ensure timely resolution of support tickets and proactive issue management.
- Perform handson activities such as device provisioning OS deployment and managing user onboarding/offboarding.
Governance & Operational Excellence
- Oversee HelpDesk performance ensuring that SLAs KPIs and team objectives are consistently met.
- Monitor and follow up on ticket backlogs driving efficiency and resolving service bottlenecks.
- Generate detailed reports on HelpDesk performance trends and key metrics for management review.
- Contribute to continuous process improvement implementing new workflows automation or tools as needed.
Mentoring & Team Leadership
- Lead and mentor a team of IT HelpDesk technicians providing guidance on troubleshooting customer service and best practices.
- Foster a collaborative highperformance environment by setting clear expectations and offering constructive feedback.
- Act as a resource for the team providing training resolving escalated issues and ensuring quality support.
- Assist in the hiring and onboarding of new HelpDesk staff ensuring the team is wellequipped to meet evolving demands.
Qualifications :
Required Skills and Experience:
- 5 years of experience in IT HelpDesk or Desktop Support with at least 1 year in a leadership or supervisory role.
- Advanced troubleshooting experience with Windows OS O365 networking and common business applications.
- Proven track record of managing and optimizing IT support workflows tickets and team performance.
- Proficiency with HelpDesk ticketing systems (e.g. ServiceNow iTop Jira Zendesk).
- Strong communication skills with the ability to generate reports and deliver feedback effectively.
- Experience with team governance SLA management and performance tracking.
Preferred Qualifications:
- ITIL certification or experience in IT service management.
- Leadership certifications (e.g. CompTIA IT Project or similar).
- Previous experience managing remote or hybrid teams.
- Experience with service desk metrics reporting tools and process automation.
- Bilingual (SpanishEnglish) is highly preferred in South Florida.
Soft Skills:
- Coaching and mentoring abilities.
- Excellent organizational skills and attention to detail.
- Ability to balance handson technical work with leadership responsibilities.
- Proactive problemsolving mindset and a drive for continuous improvement.
Additional Information :
- Full Time Employee
- Hybrid 2 time per week onsite
- Location: Must be based in the MiamiFort LauderdalePalm Springs area to attend meetings in the Fort Lauderdale office at least twice a week.
- Willingness and ability to travel within the U.S. as needed.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
