IT Help Desk Lead

böhme • Draper, UT

5d

About The Position

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.

Requirements

• 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
• 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 Haves

• Experience supporting retail systems (POS, payment systems) and/or warehouse environments is a plus
• Certifications such as CompTIA A+, Network+, or ITIL Foundation
• Exposure to endpoint security and compliance practices

Responsibilities

• 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

Benefits

• Competitive compensation
• Benefits
• Growth opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed