IT Help Desk Technician Lead

Apply now: IT Help Desk Technical Lead, location is Warren, RI & Fall River, MA (Onsite). The start date is ASAP for this permanent position.

Job Title: IT Help Desk Technical Lead
Location-Type: Onsite (5 days/week; split between Warren, RI & Fall River, MA)
Start Date Is: ASAP
Duration: Permanent
Compensation Range: $100k-110K
Benefits: Health, Dental, Vision, 401k, PTO

Job Description:

Our client is seeking a hands-on IT Help Desk Leader to modernize and transform a legacy support function into a forward-thinking, scalable service organization. This role is ideal for someone who thrives in both technical execution and team leadership, with a strong focus on customer service and operational improvement.

This is a high-impact role with growth potential into broader IT leadership.

Day-to-Day Responsibilities:

• Lead and manage a team of 3 helpdesk technicians
• Provide hands-on support including:
  • User account management, password resets, and access issues
  • Laptop setup and troubleshooting
  • Printers, label makers, and hardware support
• Act as escalation point for complex technical issues
• Support users across office and manufacturing floor environments
• Drive transformation initiatives:
  • Migrate from Zendesk to Jira (or similar ticketing systems)
  • Implement asset management processes (currently spreadsheet-based)
  • Establish SLAs and improve service delivery standards
• Monitor and improve helpdesk workflows and performance
• Participate in on-call rotation (24/7 coverage once every 6 weeks)

Requirements:

Must-Haves:

• 5 years of IT support / helpdesk experience
• 1 years of experience managing or leading technical teams
• Strong hands-on experience with Microsoft technologies:
  • Entra ID
  • Intune
  • Active Directory
• Experience with user/device support (laptops, printers, accounts)
• Proven ability to balance hands-on work with leadership responsibilities
• Strong communication and interpersonal skills
• Comfortable working in a manufacturing environment (loud, PPE required)

Nice-to-Haves:

• Experience in manufacturing, telecom, or similar frontline environments
• Experience with ticketing system migrations (Zendesk Jira or similar)
• Familiarity with Jira
• Experience implementing asset management systems
• Experience establishing SLAs and service processes