IT Support Team Leader

2 weeks ago


Worcester, Massachusetts, United States Webster First Full time

Webster First is looking for a skilled and proactive IT Support Team Leader to oversee our helpdesk functions. The ideal candidate will be responsible for managing the daily activities of the helpdesk, delivering Tier I/II support, and ensuring exceptional employee satisfaction. This position demands strong leadership, communication, and analytical skills, along with a comprehensive understanding of IT support and operations.

Key Responsibilities:

Management of Daily Operations:

  • Oversee daily helpdesk operations, providing Tier I/II support
  • Act as the primary contact for support-related inquiries and escalations
  • Assist, guide, and follow up on employee issues and escalations
  • Facilitate employee onboarding processes
  • Conduct annual performance evaluations for helpdesk personnel

Project Oversight:

  • Initiate and manage helpdesk and end-user support initiatives
  • Implement proactive service strategies to minimize status inquiries and enhance user experience

Data Analysis & Improvement:

  • Analyze call data to drive helpdesk efficiency improvements
  • Monitor employee requests to identify trends and formulate action plans
  • Prepare and review periodic performance reports

Reporting Duties:

  • Manage daily and month-end reporting processes

Required Skills and Qualifications:

  • Proficient in helpdesk and remote support software
  • Experience with ManageEngine ServiceDesk Plus
  • Familiarity with Microsoft Active Directory
  • Knowledge of PC hardware and peripherals
  • Experience in managing multiple projects and initiatives
  • In-depth understanding of IT operations
  • Creative problem-solving abilities
  • Capacity to independently devise and implement support strategies
  • Strong leadership and communication skills
  • Analytical mindset with sound judgment
  • Effective written and verbal communication skills
  • Aptitude for documenting procedures and processes

Education and Experience:

  • Bachelor's degree in Computer Science or a related field
  • A+ and Network+ certifications are advantageous
  • Microsoft Certification is a plus
  • At least 5 years of IT experience, with management or supervisory experience preferred
  • Experience in the credit union or banking sector is a plus
  • Familiarity with Episys/Symitar products is beneficial but not required

Note: This job description provides a general overview of the position and is not an exhaustive list of duties, responsibilities, or qualifications required for the role.


  • Team Leader

    2 weeks ago


    Worcester, Massachusetts, United States Northeast Foods, LLC Full time

    Join Our Dynamic TeamNortheast Foods, LLC is a prominent franchise that prioritizes employee growth and development. If you seek a fulfilling career in a vibrant and fast-paced setting, you are in the right place.Position: Team LeaderKey Responsibilities:Foster leadership qualities among team membersCreate unforgettable experiences for our customersDeliver...

  • Team Leader

    1 week ago


    Worcester, Massachusetts, United States Northeast Foods, LLC Full time

    Join Our Dynamic TeamNortheast Foods, LLC is a reputable franchise that prioritizes employee growth and development. If you seek a fulfilling career in a vibrant and fast-paced setting, you are in the right place.Position: Team LeaderKey Responsibilities:Foster a culture of servant leadershipCreate unforgettable experiences for our customersProvide guidance...


  • Worcester, Massachusetts, United States Atrium Staffing Full time

    Company Overview:Atrium Staffing is a prominent player in the industrial products sector, recognized for its excellence in sales and service. We are currently in search of a Senior Accountant to enhance our finance team.Compensation:$80,000 - $90,000 plus performance-based bonuses.Role Summary:The Senior Accountant will be responsible for managing the...

  • IT Leader

    6 days ago


    Worcester, Massachusetts, United States InsideHigherEd Full time

    Job SummaryInsideHigherEd seeks a visionary and dynamic executive to serve as its next Chief Information Officer (CIO). This is a unique opportunity to help transform and grow a leading education technology company through leveraging technology in support of the institution's strategic priorities.Key ResponsibilitiesDevelop and Execute IT Strategy: Develop...


  • Worcester, Massachusetts, United States Curaleaf Full time

    Curaleaf Culture: At Curaleaf, we are deeply committed to our mission in every aspect of our operations. From creating innovative products to advocating for social justice, and from ensuring environmental sustainability to building exceptional brands, we recognize that our success hinges on our Team Members. Therefore, we prioritize fostering a diverse and...


  • Worcester, Massachusetts, United States Family Health Center Full time

    Job Description**Job Summary:**The Chief Workforce Officer is a senior-level professional responsible for developing and implementing strategic workforce plans to drive business success. This role requires a unique blend of business acumen, leadership skills, and HR expertise to align workforce strategy with organizational goals.Key Responsibilities:Develop...


  • Worcester, Massachusetts, United States HealthCare Support Full time

    Job OverviewHealthCare Support is currently seeking a OBGYN Ultrasound Supervisor to join a leading healthcare organization.Key Responsibilities:Oversee all technical and supervisory aspects of ultrasound under the guidance of the Radiology Manager.Manage staff responsibilities including scheduling, training, and performance assessments.Conduct and document...

  • Tree Care Team Lead

    6 days ago


    Worcester, Massachusetts, United States Lewis Tree Service Full time

    About the Role:We are seeking a highly skilled and experienced Arborist Crew Leader/Foreperson to join our team at Lewis Tree Service. As a key member of our crew, you will be responsible for leading a team of arborists in the safe and efficient completion of tree care services.Key Responsibilities:Lead a team of arborists in the completion of daily...


  • Worcester, Massachusetts, United States UMass Memorial Health Care Full time

    Job SummaryWe are seeking a highly skilled and experienced Physician Leader to serve as the Associate Vice Chief of Ambulatory Cardiology at UMass Memorial Health Care. This is an exceptional opportunity for a board-certified cardiologist to lead our ambulatory patient care operations and contribute to the growth and success of our cardiovascular...


  • Worcester, Massachusetts, United States Kaleidoscope ABA Therapy Services Full time

    Position OverviewWe are excited to announce an opportunity for a Behavioral Support Technician to join our esteemed team at Kaleidoscope ABA Therapy Services. This role is designed for individuals who are dedicated to enhancing the lives of children through effective behavioral interventions.Job ResponsibilitiesAs a Behavioral Support Technician, you...


  • Worcester, Massachusetts, United States Assumption University Full time

    About the RoleAssumption University seeks a dynamic and experienced financial and business leader to fill the key position of Chief Financial Officer. The successful candidate will report directly to the President and be a member of the senior administrative team.Key ResponsibilitiesProvide strategic direction and oversight of matters related to finance,...


  • Worcester, Massachusetts, United States WSP Full time

    Job OverviewOpportunity HighlightsJoin our esteemed Geotechnical and Tunneling Team and play a pivotal role in leading projects that address our clients' needs and challenges. WSP is excited to announce an opening for a Geotechnical Engineer, Assistant Vice President. This role is available in various WSP locations across New England.Your ContributionsDesign...


  • Worcester, Massachusetts, United States Sevita Full time

    Discover Opportunities to Make a Difference Schedule an Interview First - Apply Afterwards EMBRACE A MEANINGFUL CAREER. At Sevita, our mission is to foster a world where every individual has the opportunity to thrive. As a Caregiver, you will provide essential support and strategies to the individuals we assist, enabling them to flourish within their...


  • Worcester, Massachusetts, United States AbbVie Full time

    Join Our Team as a Manufacturing Supply Chain Leader Are you prepared to embrace a pivotal leadership position? We are in search of a dynamic and driven professional to offer outstanding guidance and oversight for our manufacturing operations. Key Responsibilities: Provide strategic direction and leadership for the manufacturing unit. Foster a culture of...


  • Worcester, Massachusetts, United States Sevita Full time

    Discover a Meaningful Career with Us Schedule an Interview First - Apply Afterwards EMBRACE A CAREER THAT MATTERS. At Sevita, our goal is to foster an environment where every individual has the opportunity to thrive. As a Case Manager, you will provide essential support and strategies to the individuals we assist, enabling them to flourish within their...


  • Worcester, Massachusetts, United States Sevita Full time

    Discover Opportunities to Make a Difference Schedule an Interview First - Apply Afterwards EMBRACE A MEANINGFUL CAREER. At Sevita, our goal is to foster an environment where every individual has the opportunity to thrive. As a Case Manager, you will provide essential support and strategies to the individuals we assist, enabling them to flourish within...


  • Worcester, Massachusetts, United States AMR Corp. Full time

    Advanced Life Support ParamedicExciting Career OpportunityCompetitive Pay: Starting at $30.00+ per hourAttractive Sign-On Bonus: $15,000We are looking for dedicated Advanced Life Support Paramedics to deliver exceptional and empathetic patient care, both basic and advanced.Key Responsibilities:Evaluate each emergency situation and decide on the most...


  • Worcester, Massachusetts, United States Hanover Theatre & Conservatory Full time

    Position OverviewThe Chief Executive Officer (CEO) serves as the principal architect of the organization’s strategic vision, ensuring the seamless integration of various programmatic and educational initiatives into a cohesive operational framework. Reporting directly to the Board of Directors, the CEO leads a seasoned executive team, overseeing all...


  • Worcester, Massachusetts, United States Sevita Full time

    Sevita, a leader in community-based services, offers vital Residential and Treatment Foster Care programs for youth navigating complex challenges, including out-of-home placements and transitions back to family or independent living. Our tailored approach empowers young individuals to achieve stability, confidence, and resilience in overcoming obstacles....


  • Worcester, Massachusetts, United States Optum Full time

    About the RoleOptum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data, and resources they need to feel their best. Here, you will find a culture guided by diversity and...