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# Help Desk Lead

- **Company:** jazzhr
- **Location:** Phoenix, AZ, United States (Remote available)
- **Experience:** Expert
- **Salary:** $49,920.0 - $52,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Excel, Antivirus Softwares, Microsoft Outlook, Reliability of Systems, Performance Monitor
- **Published:** October 22, 2026
- **Apply:** https://chadwellsupply.applytojob.com/apply/bbmvk9qzBU/Help-Desk-Lead?source=GS

## About the Role

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.

## Description

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.