Sign upLog in

IT Help Desk Lead

böhme

Draper, Utah

Apply
JOB DETAILS
SKILLS
Apple Macs, Atlassian JIRA, Automation, Communication Skills, CompTIA - Computing Technology Industry Association, CompTIA A+, CompTIA Network+, Compensation and Benefits, Continuous Improvement, Customer Satisfaction, DHCP (Dynamic Host Configuration Protocol), DNS (Domain Name System), Distribution Services, Documentation Standards, Endpoint Security, Environmental Impact, Exceeded Sales Goal, Help Desk, ITIL (IT Infrastructure Library), Identify Issues, Knowledge Base, Leadership, Machine Tool, Manufacturing Data Management, Metrics, Microsoft Windows Operating System, Mobile Devices, Onboarding, Operational Support, Operations, Order/Customer Fulfillment, Performance Management, Point of Sale (POS) Systems, Problem Solving Skills, Process Improvement, Retail, Service Level Agreement (SLA), ServiceNow, Software as a Service (SaaS), Standard Operating Procedures (SOP), Standards Development, Support Documentation, Team Player, Technical Leadership, Technical Support, User Interface/Experience (UI/UX), VPN (Virtual Private Network), Warehousing, Wi-Fi, ZenDesk
LOCATION
Draper, Utah
POSTED
30+ days ago

About the Role

We are looking for a hands-on IT Help Desk Lead to oversee daily support operations and elevate the end-user experience across our organization. This role blends leadership and technical execution. You'll improve processes, and act as an escalation point for complex issues. You’ll play a key role in ensuring reliable, efficient IT support across corporate, retail, and warehouse environments.



What You’ll Do

  • Manage ticket queue, SLAs, and escalation workflows to maintain responsiveness and accountability
  • Serve as the primary escalation point for complex technical issues (hardware, software, network, POS systems, etc.)
  • Develop and document standard operating procedures (SOPs), knowledge base articles, and troubleshooting guides
  • Partner with IT leadership on support strategy, tooling, and continuous improvement initiatives
  • Monitor support metrics (response time, resolution time, CSAT) and drive performance improvements
  • Coordinate onboarding/offboarding processes, including device provisioning and access management
  • Support multi location environments (corporate office, retail stores, distribution/fulfillment centers)
  • Evaluate and implement help desk tools, automation, and self-service capabilities



What You Bring

  • 5+ years of IT support experience, with at least 1–2 years in a lead or supervisory role
  • Strong knowledge of Windows/Mac environments, mobile device management (MDM), and common SaaS platforms
  • Experience supporting retail systems (POS, payment systems) and/or warehouse environments is a plus
  • Familiarity with ticketing systems (e.g., ServiceNow, Jira Service Management, Zendesk)
  • Solid understanding of networking basics (DNS, DHCP, VPN, Wi-Fi troubleshooting)
  • Strong problem-solving skills and ability to manage competing priorities
  • Excellent communication skills with a customer-first mindset
  • Experience building documentation and improving support processes



Nice to Have

  • Certifications such as CompTIA A+, Network+, or ITIL Foundation
  • Exposure to endpoint security and compliance practices



Success in This Role Looks Like

  • Consistently meeting or exceeding SLA targets
  • Improved end-user satisfaction and reduced repeat issues
  • Well-documented processes and a scalable support model
  • A motivated, accountable, and high-performing help desk team



Why Join Us

  • Opportunity to shape and scale IT support in a growing organization
  • Collaborative, fast-paced environment with real impact across the business
  • Competitive compensation, benefits, and growth opportunities

About the Company

b

böhme

Resume Resources

Free Resume TemplatesFree Resume Builder