IT Help Desk Lead

6 days ago

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

Packsize is a leading innovator in the packaging industry, dedicated to delivering cutting-edge solutions that transform the way businesses and their customers interact with packaging. Our mission is to empower companies to achieve their goals through innovative packaging technology, expert design, and streamlined processes.

About the Role

We are seeking an experienced and skilled IT Help Desk Lead to join our team at our headquarters in Salt Lake City. This role is designed to lead our help desk team in providing exceptional technical support and customer service to our organization. The IT Help Desk Lead will oversee the day-to-day operations of the help desk team, including handling tickets, providing technical support, and ensuring that team members are properly trained and supported.

Key Responsibilities
  • Oversee the daily operations of the IT help desk team, including assigning and monitoring help desk tickets and providing technical support to end-users.
  • Manage and mentor a team of help desk technicians, providing guidance, training, and support as needed.
  • 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, ensuring that it is up-to-date and accurate.
  • Collaborate with other IT teams to identify and resolve complex technical issues.
  • Maintain a positive and productive work environment that fosters teamwork and collaboration.
  • Stay up-to-date with the latest trends and best practices in IT help desk support.
Requirements
  • Associate / Technical degree or Equivalent experience.
  • At least 3-4 years of help desk experience.
  • Experience leading helpdesk 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, OSX.
  • Strong verbal and written communication skills.
  • Excellent organization and people skills.
  • Project Management.
  • ITIL experience preferred.
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 a motivated and experienced IT professional looking for a new challenge, we encourage you to apply.

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