Help Desk Lead

Smart, Innovative, and Hard-working? Perfect! We are growing and need the right people with the right mindset. Join our family and find a home where you will enjoy working with your peers, be challenged to work hard, and have some fun in the midst of it all.

• Hourly rate of $24.00 - $25.00 Based on Experience!
• Full Time, Monday-Friday, 9:00 am - 6:00 pm.
• Work from home options! We offer hybrid schedules that would consist of 2 days at home and 3 days in the office.
• We offer full benefits such as medical, dental, vision, life insurance, disability, 401K, 104 hours of paid time off accruals, complimentary gym access and much more!
• Employee discount program!
• Long-Term Career Opportunities! Many of our leaders started with Chadwell Supply looking for a job, just like you, but found long-term career opportunities at one of our 30 Branches across the Country.
• Recognized as a Top Company in Tampa Bay 8 years running!

• A bachelor’s degree in Computer Science, Information Technology, Management Information Systems, Engineering or Accounting is required.
• 3 - 5 years of experience in an IT Service Desk environment or a related environment.Advanced verbal and written English language skills.
• Advanced proficiency in MS Office suite (Word, Excel, MS Outlook).
• Excellent organizational and time management skills.
• Advanced technical and analytical skills.
• Advanced interpersonal skills.
• An aptitude for understanding and facilitating profitable technology initiatives.
• Able to translate technical knowledge into actionable direction.
• Must work closely with other IT team members to meet System Reliability Service Level Agreement.
• Must have a 98% or better SLA success rate each month.
• Same day resolution of user issues.
• Must fulfill 40 hours of classroom or online skills training each year.

• Lead a team of help desk and hardware technicians who support a wide range of day-to-day issues such as login, password resets, printer installs, software updates, anti-virus, removal of malware, rebuild of client machines, memory, and other hardware installs.
• Manage resource allocation and ensure proper coverage, monitor performance, and facilitate career development by performing staff annual reviews.
• Meet Help Desk Service Level Agreements established by IT and Corporate Leadership.
• Coordinate and manage equipment purchasing and ensure that the department is properly stocked.
• Establish, track, and analyze service delivery and technical metrics, ensuring agreed targets and standards are met, implementing changes to improve service levels, and addressing recurring issues or requests and monitoring results.
• Promote excellent customer service, effective response times and provide expert insight into general support issues.
• Enforce quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction.
• Analyze and identify trends in issue reporting and create preventative solutions, offer suggestions for any noted process improvements, and develop enhanced procedures.
• Visit warehouses as required to resolve long-standing issues.
• Ensure daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed, continuously modified, and delivered to meet the needs of the department.
• Manage and coordinate the process for communicating outages or emergency activities to the organization, as well as determining the root cause of issues to avoid future interruptions in service.
• Act as an escalation point between Help Desk support staff and Level 3 Administrators of the department (ERP team, Network team, Data team and Applications team).
• Partner with HR, Facilities, and managers to create a great employee experience for existing and newly hired employees.