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Help Desk Lead

1 month ago

Salt Lake, Utah, United States Packsize Full time
About Packsize

Packsize is a leading provider of innovative packaging solutions that help businesses deliver exceptional customer experiences. Our team is passionate about creating technology that drives the industry forward.

The Role

We are seeking an experienced IT Help Desk Lead to join our team at our headquarters in Salt Lake City. As a Help Desk Lead, you will be responsible for leading our help desk team in providing exceptional technical support and customer service to our organization.

Key Responsibilities
  • Oversee the daily operations of the help desk team, including assigning and monitoring help desk tickets and providing technical support to end-users.
  • Work closely with the help desk team to ensure that team members are following standard operating procedures and delivering high-quality customer service.
  • Track and report on help desk metrics, including response times, resolution rates, and customer satisfaction.
  • Develop and implement best practices for the help desk team.
  • Maintain and update the help desk knowledge base and documentation.
  • Collaborate with other IT teams to identify and resolve complex technical issues.
  • Maintain a positive and productive work environment that fosters teamwork and collaboration.
Requirements
  • Associate or technical degree or equivalent experience.
  • At least 3-4 years of help desk experience.
  • Experience leading help desk support staff.
  • Proficient in Microsoft Office suite, Google Workplace, ERP systems, and Windows 7-11.
  • Proficient with DNS/DHCP, Client VPN.
  • Experience with Active Directory, ticketing systems, Windows, and OSX.
  • Strong verbal and written communication skills.
  • Excellent organization and people skills.
  • Project Management.
  • ITIL experience preferred.
Working Environment and Physical Demands

The following are representative of the typical working environment and physical demands of this position.

  • Sit/stand at a desk for prolonged periods, primarily sedentary work.
  • Communicate with others to exchange information.
  • Operate standard office equipment that may require repetitive motions of the wrists, hands, and/or fingers.
  • Perform tasks that require bending, reaching, pushing, pulling, lifting, and carrying to move objects.
  • May require occasional business travel.
What We Offer

Packsize offers a competitive salary range of $60,000 - $70,000, depending on experience and qualifications. We are an equal opportunity employer and welcome applicants from diverse backgrounds and experiences. If you are passionate about delivering exceptional customer experiences and have the skills and experience to succeed in this role, we encourage you to apply.