Help Desk Analyst Lead

Gemaire Distributors•Deerfield Beach, FL

10h•Hybrid

About The Position

We are seeking an experienced IT Helpdesk Lead to lead our support operations and drive the maturation of our IT service delivery capabilities. This strategic leadership role combines hands-on technical support with team management, process optimization, and ITIL best-practice implementation. The ideal candidate will establish scalable processes, mentor a growing team, and ensure consistently high service levels while maintaining a balance between operational excellence and project delivery.

Requirements

3+ years of HelpDesk or IT support experience
Experience supporting multi-site environments
Demonstrated knowledge of ITIL framework and best practices
Experience with ticketing systems and IT asset management platforms (Freshservice a plus)
Strong analytical skills with the ability to interpret performance data and drive continuous improvement
Excellent leadership, communication, and interpersonal skills
Proficiency in Windows and Mac environments

Nice To Haves

ITIL Foundation certification or higher
Experience with ServiceNow or similar enterprise ticketing platforms
Background in SLA development and performance metrics management
Project management experience
AS400 Experience desired but not required

Responsibilities

Assist in developing HelpDesk staff, ensuring they receive structured training, clear daily tasks, and regular performance feedback
Establish and enforce escalation procedures that empower team members while maintaining appropriate oversight
Foster a culture of continuous improvement and accountability
Document, implement, and refine ITIL-aligned processes and procedures for incident management, change management, and service delivery
Define and monitor Service Level Agreements (SLAs) for all support categories (break-fix, onboarding, replacements, etc.)
Develop and maintain knowledge management systems to reduce resolution times and improve first-call resolution rates
Establish, track, and report on key performance metrics (KPIs) such as ticket resolution time, customer satisfaction, SLA compliance, and team productivity
Conduct weekly and monthly analytics reviews to identify trends, bottlenecks, and improvement opportunities
Share accountability for maintaining performance standards across both HelpDesk and project-related work
Audit, add, update, and decommission IT assets in the inventory management system
Monitor and maintain adequate "in-stock" levels of critical components and equipment
Assist with procurement efforts and vendor management
Support IT onboarding and computer replacement workflows to meet defined SLAs
Actively participate in the HelpDesk queue, handling and resolving support tickets to maintain team-level performance metrics
Document and maintain accurate, complete records of all trouble tickets, requests, and projects in the ticketing system
Troubleshoot and resolve escalated technical issues from HelpDesk team members
Support proprietary inventory and order fulfillment software operations
Train end users on equipment and software functionality, reducing support burden and improving user adoption
Respond to incoming support requests and inquiries from all organizational levels
Participate in weekly, monthly, and annual organizational meetings to align IT operations with business objectives
held accountable for all other duties as assigned