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# Information Technology Team Lead

- **Company:** Worldwide Logistics, Inc.
- **Location:** Hackensack, NJ, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Microsoft Online Services, Monitoring of Systems, Network Troubleshooting, Microsoft Office, Azure Active Directory, Software Project Management, Systems Integration, Os Ticket, Information Technology, User Administration
- **Published:** October 9, 2026
- **Apply:** https://www.disabledperson.com/jobs/75862288-information-technology-team-lead

## 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.