Help Desk Team Lead

Holiday Oil•Draper, UT

About The Position

The Help Desk Team Lead manages the daily operations of the IT Help Desk, delivering prom pt and high-quality technical support to users. This role oversees and coordinates the workload of the Help Desk team to ensure seamless support for Holiday's c-store locations and other internal teams. Working closely with the IT Director, the Team Lead helps enhance customer experience, maintain service level agreements (SLAs), and drive technology initiatives. This position requires a hands-on technical professional who can mentor and coach the team, communicate effectively at all levels, balance competing priorities, and successfully manage both ongoing support and assigned quarterly projects.

Requirements

Bachelor's degree in Information Technology, Computer Science, or equivalent work experience.
Prior leadership or supervisory experience is required.
Ability to participate om and manage rotating weekend morning help desk coverage.
High degree of technical understanding of computer systems, networks, printers, and peripherals.
Proficiency in deploying, configuring and supporting operating systems on laptops and tablets.
Experience with Microsoft Office Suite.
Working knowledge of Active Directory, Intune, DNS, DHCP, and print server management.
Resourceful and quick-thinking with the ability to troubleshoot new or critical technical issues.
Strong analytical and problem-solving mindset with the ability to stay calm and effective under pressure.
A professional and friendly customer service approach with excellent communication skills.
Capable of prioritizing tasks, managing time effectively, and balancing multiple stakeholders.
Highly detail-oriented with a positive attitude and motivation to learn and grow professionally.
Able to work independently or collaboratively as part of a team.
Ability and means to travel to store locations within Salt Lake, Utah, Davis, and Tooele Counties.
Must maintain a good driving record and hold a valid Utah driver's license.

Responsibilities

Team Leadership & Development Guide, mentor, and coach the help desk technicians to build skills and improve performance.
Assign tasks, balance workloads, and monitor progress to ensure timely resolution of issues.
Manage scheduling, including weekend coverage, to maintain adequate staffing levels and support.
Foster a positive, service-oriented culture across the help desk team and with users.
Manage and monitor emergency calls.
Provide hands-on support for laptops, printers, and peripherals.
Troubleshoot and resolve help desk tickets promptly and effectively, escalating when necessary.
Communicate proactively with users about the status of their issues and follow up to confirm resolution.
Assist with user onboarding and offboarding including system setup and access provisioning.
Deliver user training in one-on-one and group settings to improve technology adoption.
Oversee the help desk ticketing system to ensure tickets are prioritized and resolved within SLAs.
Track and report on key performance metrics (e.g, response times, resolution rates, ticket volume, outstanding issues, emergency calls, team mileage).
Identify recurring issues and implement proactive solutions, update SOPs, or process improvements.
Champion initiatives to improve user experience and enhance infrastructure.
Suggest and implement technology upgrades or workflow changes to improve team efficiency.
Collaborate with subject matter experts on escalated or complex issues.
Perform additional tasks, projects, or duties assigned to support IT and organizational goals.

Benefits

A stable, respected Utah company with over 60 years of growth
A collaborative environment where your work directly contributes to the company's success
Strong values rooted in safety, quality, and integrity
Opportunities to grow your career within the Holiday Oil family

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