Global Help Desk Lead

2 days ago

Salt Lake City, United States Traeger Wood Pellet Grills Full time
Welcome To The Traegerhood:

Our business is BBQ, and business tastes good. Traeger invented the wood pellet grill over 30 years ago, and we've been revolutionizing outdoor cooking ever since. We're a team of disruptors, innovators, problem solvers, and food fanatics who are dedicated to bringing people together to create a more flavorful world. From our headquarters in Salt Lake City and beyond, we work tirelessly to provide a world-class experience to our customers, retailers, and especially our employees. If you're a team player who's dedicated to delivering top-quality results every day, then we want you to come cook with us

What You'll Do:

Our team is seeking an experienced IT Help Desk Lead to manage our global help desk team and provide second tier support. This role requires a combination of technical expertise, leadership abilities, and excellent communication skills. This position will work with our System Admins and Development teams to ensure our IT systems are secure and reliable. This position is responsible for providing the strategic direction to modernize and globalize the current Help Desk process.

How You'll Help Us Win:
  • Team Management: Leading the Help Desk to deliver excellent technical support and customer service, ensuring IT support adheres to service level agreements, providing 24/7 global support, monitoring performance, and managing vendor relationships. Mentoring and developing the global help desk staff. Coordinate with external vendors for hardware and software procurement, support, and maintenance.
  • Tier 2 Support: Provide advanced technical support for hardware, software, and network issues. Respond to and manage IT incidents, ensuring timely resolution and minimal disruption to business operations. Automate toil through the creation of automation scripts (I.E. Powershell)
  • Microsoft 365 and AD Management: Managing the company's Microsoft 365 environment and Active Directory services to ensure best practices in organizational security. Administer security controls, operating systems, and business applications.
  • Network/System Administration: Overseeing the maintenance and standardization of network infrastructure (on-premises) to ensure security and performance, managing Microsoft Teams Rooms technology, and updating the team's support documentation. VPN administration and support.
  • Asset Management: Implementing device management policies, tracking inventory, ensuring device compliance with security updates, and managing the budget for computer equipment and software to meet business needs.
  • Manage Helpdesk Tools: Manage, develop and implement Jira Service Management and related support tools to provide the best experience for end-users.
What You'll Need to Succeed:
  • Bachelor's degree in information technology/computer science or commiserate years of professional experience
  • Minimum of 3 years of experience in a similar roll, with a focus on managing Help Desk team, and general IT operations
  • Familiarity with MDM Software, such as MS Intune, and Kandji
  • Familiarity with Remote tools like Ninja RMM
  • Familiarity with Security Endpoint like Defender
  • Familiarity with Jira Service Desk and a general understanding of the Atlassian ecosystem.
  • Proficiency with ITIL, Data Retention and Compliance concepts and best practices
  • Familiarity with audio visual equipment that supports meeting spaces
Why You Will Love To Work Here:
  • Be part of the most disruptive force in outdoor cooking
  • Join a true team working towards a common goal
  • Culture of risk-taking, innovation & quality
  • So.Much.Food.
  • Have an outdoor lover's paradise in your backyard
  • Full medical/dental/vision packages to fit your needs
  • 401K to help you plan for the future
  • Tuition reimbursement
  • Individual professional development programs & initiatives to help you grow professionally
  • Great discounts on all things Traeger
  • Did we mention all the food?

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