Help Desk Lead

The Help Desk Team Lead is responsible for providing oversight and management of the IT Help Desk function and its employees, to ensure high quality service levels are achieved., * Lead a team of help desk and hardware technicians who support a wide range of day-to-day issues such as login, password resets, printer installs, software updates, anti-virus, removal of malware, rebuild of client machines, memory, and other hardware installs.

• Manage resource allocation and ensure proper coverage, monitor performance, and facilitate career development by performing staff annual reviews.
• Meet Help Desk Service Level Agreements established by IT and Corporate Leadership.
• Coordinate and manage equipment purchasing and ensure that the department is properly stocked.
• Establish, track, and analyze service delivery and technical metrics, ensuring agreed targets and standards are met, implementing changes to improve service levels, and addressing recurring issues or requests and monitoring results.
• Promote excellent customer service, effective response times and provide expert insight into general support issues.
• Enforce quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction.
• Analyze and identify trends in issue reporting and create preventative solutions, offer suggestions for any noted process improvements, and develop enhanced procedures.
• Visit warehouses as required to resolve long-standing issues.
• Ensure daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed, continuously modified, and delivered to meet the needs of the department.
• Manage and coordinate the process for communicating outages or emergency activities to the organization, as well as determining the root cause of issues to avoid future interruptions in service.
• Act as an escalation point between Help Desk support staff and Level 3 Administrators of the department (ERP team, Network team, Data team and Applications team).
• Partner with HR, Facilities, and managers to create a great employee experience for existing and newly hired employees.

Smart, Innovative, and Hard-working? Perfect! We are growing and need the right people with the right mindset. Join our family and find a home where you will enjoy working with your peers, be challenged to work hard, and have some fun in the midst of it all., * A bachelor’s degree in Computer Science, Information Technology, Management Information Systems, Engineering or Accounting is required.

• 3 - 5 years of experience in an IT Service Desk environment or a related environment.Advanced verbal and written English language skills.
• Advanced proficiency in MS Office suite (Word, Excel, MS Outlook).
• Excellent organizational and time management skills.
• Advanced technical and analytical skills.
• Advanced interpersonal skills.
• An aptitude for understanding and facilitating profitable technology initiatives.
• Able to translate technical knowledge into actionable direction.
• Must work closely with other IT team members to meet System Reliability Service Level Agreement.
• Must have a 98% or better SLA success rate each month.
• Same day resolution of user issues.
• Must fulfill 40 hours of classroom or online skills training each year.

• Hourly rate of $24.00 - $25.00 Based on Experience!
• Full Time, Monday-Friday, 9:00 am - 6:00 pm.
• Work from home options! We offer hybrid schedules that would consist of 2 days at home and 3 days in the office.
• We offer full benefits such as medical, dental, vision, life insurance, disability, 401K, 104 hours of paid time off accruals, complimentary gym access and much more!
• Employee discount program!
• Long-Term Career Opportunities! Many of our leaders started with Chadwell Supply looking for a job, just like you, but found long-term career opportunities at one of our 30 Branches across the Country.
• Recognized as a Top Company in Tampa Bay 8 years running!