Information Technology Team Lead at Worldwide Logistics Group Information Technology Team Lead at Worldwide Logistics Group in Hackensack, New Jersey Posted in 2 days ago.

Type:

full-time

Job Description:

Overview Worldwide Logistics, Inc. is seeking a skilled IT Helpdesk and Infrastructure Team Lead to join our growing IT department. If you are a self-resourceful problem solver with a strong background in tech support and a passion for leading and mentoring a team, we want to hear from you !

Job Overview:

As the IT Helpdesk Team Lead, you will guide a team of helpdesk technicians, ensuring efficient and effective resolution of technical issues. You will be the go-to person for troubleshooting complex problems resolving Tier 2-3 escalations. Subject matter ranges from hardware/software installations and integrations, connectivity/networking issues and migrations, to process and procedural improvements in a hybrid/multi-location office environment. Your leadership will be pivotal in maintaining high standards of customer service and operational efficiency.

Responsibilities Team Leadership:

Lead, mentor, and motivate a team of helpdesk technicians. Provide training and support to ensure team members are equipped to handle a wide range of technical issues.

Issue Resolution:

Act as the escalation point for complex technical problems. Troubleshoot and resolve issues related to hardware, software, and IT processes.

Communication:

Maintain clear and effective communication with team members and end-users. Provide timely updates on issue status and resolution.

Process Improvement:

Work with the IT manager to Identify and implement process improvements to enhance the efficiency and effectiveness of the helpdesk operations.

RMM Software Management:

Utilize Remote Monitoring and Management (RMM) software to monitor system performance, deploy updates, and resolve issues remotely.

Provisioning:

Oversee the provisioning and configuration of computers and other IT equipment for new and existing employees. Microsoft 365

Management:

Administer and support Microsoft 365 services (Office/Exchange and Azure Active Directory), including user management, troubleshooting, and optimization.

Documentation:

Ensure accurate and up-to-date documentation of all support activities, including troubleshooting steps, solutions, and knowledge base entries.

Collaboration:

Work closely with other IT teams and departments to resolve cross-functional issues and support organizational goals.

Qualifications:

Experience:

Minimum of 3 years of experience in IT support or a related field, ideally with an MSP.

Technical Skills:

Strong knowledge of hardware, software, and networking troubleshooting, experience with RMM tools/ticketing software, and proficiency in Microsoft 365/Azure AD administration. Adhere to ITIL framework and security standards.

Problem-Solving:

Excellent problem-solving skills with the ability to analyze complex issues and implement effective solutions.

Communication:

Strong verbal and written communication skills, with the ability to clearly explain technical concepts to non-technical users. Ability to communicate effectively and set/update expectations as necessary.

Leadership:

Proven ability to lead and motivate a team, with experience in providing training and support.

Customer Service:

Commitment to delivering exceptional customer service and maintaining a high level of user satisfaction.

Education:

Required:

Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.

Preferred:

Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.

Why Join Us:

Growth Opportunities:

We offer career development and training opportunities to help you grow professionally.

Innovative Environment:

Be part of a team that values creativity and innovation.

Competitive Benefits:

Enjoy a comprehensive benefits package including health, dental, vision insurance, and more.