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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Team Lead - **Company:** Worldwide Logistics, Inc. - **Location:** Paramus, NJ, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Microsoft Online Services, Monitoring of Systems, Microsoft Office, Azure Active Directory, Software Project Management, Os Ticket, Information Technology, User Administration - **Published:** August 28, 2026 - **Apply:** https://worldwidelogisticsltd.com/job-openings/it-team-lead/#apply ## About the Role * 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. ## Description 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., * 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. ## Related Videos - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [The user in the eye of the Cargo1492 storm](https://www.wearedevelopers.com/videos/96-the-user-in-the-eye-of-the-cargo1492-storm) - [How Lufthansa Industry Solutions is preparing for the Quantum Age! ](https://www.wearedevelopers.com/videos/1443-how-lufthansa-industry-solutions-is-preparing-for-the-quantum-age) - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) - [WeAreDevelopers LIVE - Smoover - Who's Best at DevRel?](https://www.wearedevelopers.com/videos/1901-wearedevelopers-live-smoover-who-s-best-at-devrel) - [Remote Driving on Plant Grounds with State-of-the-Art Cloud Technologies](https://www.wearedevelopers.com/videos/251-remote-driving-on-plant-grounds-with-state-of-the-art-cloud-technologies) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [Should Tech Managers Be Developers First? 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