Team Lead & IT Service Desk Specialist

IGEL•Fort Lauderdale, FL

5d•Onsite

About The Position

The Team Lead & IT Service Desk Specialist is a hands-on, first-line supervisory role based in the U.S. and part of IGEL’s international IT department. Reporting to the global Manager IT Service Desk, this position directly supervises two IT Service Desk Specialists and is accountable for their day-to-day leadership, performance management, coaching, development, work allocation, scheduling, and team service delivery. The Team Lead also remains actively involved in IT service desk operations, including maintaining and monitoring computer systems and networks through an international ticketing system, providing onsite and remote support, supporting special events, performing employee check-ins and check-outs, managing user access, helping ensure IT compliance and security, and contributing to IT department projects. This role serves as the primary local escalation point for the team while partnering with the Manager IT Service Desk on broader priorities, standards, and people matters.

Requirements

Direct supervision and day-to-day leadership for IT Service Desk Specialists.
Setting priorities, assigning work, monitoring workload, and ensuring appropriate team coverage.
Conducting regular 1:1 meetings, providing ongoing coaching and feedback, supporting employee development, and establishing clear performance expectations.
Leading the performance management process for direct reports.
Managing and approving day-to-day scheduling and time-off requests.
Participating in recruiting, interviewing, selection, onboarding, and training for IT support team members.
Monitoring team service delivery, ticket quality, responsiveness, and operational performance.
Working collaboratively as part of an international team.
Serving as the first management and technical escalation point for local IT support issues.
Promoting consistent adherence to global IT policies, security requirements, support standards, documentation practices, and department procedures.
Providing qualified user support in a global IT organization, focusing on employees in the United States and Canada.
Ensuring the IT onboarding process for new employees is optimized.
Resolving incidents and service requests through remote or onsite support in a hybrid Active Directory/Microsoft 365 environment.
Installing, provisioning, and supporting the user's workplace, including hardware, software, licenses, and endpoint protection.
Providing centralized administration and support for thin client environments using the IGEL Universal Management Suite (UMS).
Providing centralized administration and support for mobile devices through the organization’s designated Mobile Device Management (MDM) solution.
Handling purchase requests and maintaining accurate tracking of IT assets in the CMDB.
Supporting video conferencing, telephony solutions, and SaaS/cloud applications.
Contributing to the creation, improvement, standardization, and automation of IT processes.
Maintaining and improving IT documentation, infrastructure inventory, and onsite IT stock.
Contributing to IT projects and other departmental initiatives as assigned.
Coordinating the support team's response during high-impact incidents.

Responsibilities

Provide direct supervision and day-to-day leadership for two IT Service Desk Specialists, including setting priorities, assigning work, monitoring workload, and ensuring appropriate team coverage.
Conduct regular 1:1 meetings, provide ongoing coaching and feedback, support employee development, and establish clear performance expectations.
Lead the performance management process for direct reports, including goal setting, performance reviews, recognition, and addressing performance or conduct concerns in partnership with the Manager IT Service Desk and People Team.
Manage and approve day-to-day scheduling and time-off requests while maintaining appropriate service coverage and escalating broader staffing matters as needed.
Participate in recruiting, interviewing, selection, onboarding, and training for IT support team members; provide recommendations regarding promotions, compensation changes, and other employment actions as appropriate.
Monitor team service delivery, ticket quality, responsiveness, and operational performance; identify trends and implement improvements in partnership with the Manager IT Service Desk.
Work collaboratively as part of an international team.
Ensure that solutions and lessons learned in one region are documented and available to the entire support organization.
Serve as the first management and technical escalation point for local IT support issues and coordinate escalation to global IT resources when needed.
Promote consistent adherence to global IT policies, security requirements, support standards, documentation practices, and department procedures.
Provide qualified user support in a global IT organization, focusing on employees in the United States and Canada and supporting users across U.S. time zones.
Ensure that the IT onboarding process for new employees is optimized and accelerates the ability of new employees to start their jobs with minimal IT ramp-up time, including the required access, installation and basic understanding of how to use IT tools and systems required for their role, in collaboration with your manager.
Resolve incidents and service requests through remote or onsite support in a hybrid Active Directory/Microsoft 365 environment.
Install, provision, and support the user's workplace, including hardware, software, licenses, and endpoint protection.
Provide centralized administration and support for thin client environments using the IGEL Universal Management Suite (UMS), as well as for mobile devices through the organization’s designated Mobile Device Management (MDM) solution.
Handle purchase requests and maintain accurate tracking of IT assets in the CMDB.
Support video conferencing, telephony solutions, and SaaS/cloud applications.
Contribute to the creation, improvement, standardization, and automation of IT processes.
Maintain and improve IT documentation, infrastructure inventory, and onsite IT stock.
Contribute to IT projects and other departmental initiatives as assigned.
Coordinate the support team's response during high-impact incidents and ensure communication, escalation, documentation, and follow-up.