IT Service Desk Lead

Responsibilities and duties:

• Troubleshoot issues with POS systems, computer hardware, polling systems, and any other in-store and remote data collection technology.
• Answer help desk calls and emails as they arrive.
• Log, track, and manage incidents and service requests within Jira Service Desk (or similar ITSM platform).
• Resolve level 1 issues in real time; research, solve, and escalate level 2 and 3 tickets as needed.
• Clearly communicate on all open tickets through resolution and closure in Jira.
• Help define, achieve, and improve IT Dept Service Level Agreements with the Business.
• Develop and use Jira reporting to spot trends in company support needs.
• Participate in root cause analysis of issues and collaborate with the team to craft long-term solutions.
• Update and maintain networking infrastructure to align with organizational security standards
• Support the Technology team in sourcing, building, and implementing new technology to the field organization.
• Assist in executing IT corporate initiatives and see them through to completion.
• Coordinate 3rd Party technical teams to install and repair on-site hardware.

Qualifications:

• Outstanding communication skills, including the ability to articulate complex topics to less technical users and emphasize standard operating procedures
• Proficient knowledge of Microsoft Office including Word, Excel, Outlook, and PowerPoint.
• Understanding of computer networks, servers, routers, and data collection processes.
• Planning and organizational skills.
• Ability to identify problems and resolve them.
• Ability to set priorities, meet deadlines, and multi-task with minimal supervision.
• Capability to build working relationships with internal customers and external vendors.
Ability to travel 1-2 times per month.

Education and Experience:

Participate in a rotating on-call schedule to provide after-hours and weekend support as needed to ensure continuous business operations.

• High school diploma or equivalent; Bachelor’s degree preferred; or a combination of education and experience that yields the required knowledge, skills, and abilities.
• Prior Service Desk or technical support experience
• Experience with Jira or similar IT service management platforms.
• Experience in fast-paced and dynamic companies; ideally supporting retail, manufacturing, and/or logistics operations.
• Proactive, customer-centric mindset.
• Outstanding integrity and desire to solve problems.