Information Technology Help Desk Support

Hotels at Home has over 20 years of experience bringing the luxury hotel experience directly to guests' homes. We partner with the world's leading hotel brands—including Hilton and Accor—as well as celebrity brands like Love01 by John Legend, Chrissy Teigen, and Dwyane Wade to deliver premium bedding, linens, and amenities that recreate the comfort and quality of a five-star hotel stay. As a global e-commerce and logistics company, we manage complex multi-brand operations across the US, Canada, Europe, and Asia, serving millions of customers who want to bring that hotel feeling home. Our entrepreneurial culture combines agility and innovation with sophisticated technology and operations that rival the largest e-commerce companies. Role Overview We are seeking a motivated Help Desk & IT Support Lead to build and own our corporate help desk function. This role is ideal for an experienced IT support specialist who has been an individual contributor and is ready to step into leadership. You will be the first point of escalation for technology issues, mentor and grow a small support team, and partner with our engineering and automation teams to modernize user support. This role includes hands-on troubleshooting as well as process development and people leadership. It offers a clear path to IT Manager as the company expands. As our first dedicated help desk leader, you'll have significant autonomy to shape the support function, establish processes, and build a team from the ground up. AI-First Organization We're a world-class tech team leading the use of AI to build internal tooling and drive operational excellence. We expect our IT team members to be passionate about AI experimentation, actively using AI tools to innovate in their work and side projects—far beyond simple tasks. You'll collaborate with a technically sophisticated Engineering and Automations team that embraces AI as a core competitive advantage. Lead Help Desk Operations Oversee daily ticket queues, prioritize work by impact and urgency, and ensure timely resolution of incidents and requests Act as the primary escalation point for complex technical issues that first-level support can't resolve Monitor service levels, response times, and resolution rates to maintain high-quality support Manage on-call rotation and ensure coverage for critical IT issues across US and European time zones Establish and maintain help desk workflows, SLAs, and performance metrics Hire, train, and coach help desk technicians—this is your opportunity to build leadership skills Conduct regular one-on-ones, provide constructive feedback, and create career development plans Hold the team accountable for quality, productivity, and customer service excellence Foster a culture of continuous learning, collaboration, and problem-solving Build team capacity and skillsets to scale with business growth Hands-On Technical Support Provide first- and second-level support for Windows and macOS systems, mobile devices, and peripherals Support email security and archiving (Proofpoint), endpoint protection (Microsoft Defender), and VPN/network connectivity Handle user onboarding/offboarding, access management, and device provisioning Maintain accurate documentation of technical issues, resolutions, and configurations Design & Improve Support Processes Establish incident management procedures, onboarding/offboarding workflows, and knowledge base documentation Analyze help desk performance metrics, identify trends, and implement process improvements Build and maintain an IT knowledge base to enable user self-service and reduce ticket volume Create and refine IT policies, procedures, and best practices Implement ticketing system improvements and automation to increase efficiency Work closely with network/infrastructure teams to address outages, plan upgrades, and enforce security policies Partner with engineering and automation teams to evaluate and deploy new tools (MDM, endpoint security, automation platforms) Act as liaison between IT and business units, providing updates on incidents, maintenance, and service improvements Coordinate with vendors for hardware, software, and telecom services Report IT support metrics and initiatives to executive leadership Required Skills & Experience Core Experience (Required) 4–5+ years in IT support, service desk, or end-user support roles with increasing responsibility At least 1 year in a senior or lead capacity—you've been the go-to person, mentored others, or led projects Ready to manage: You may not have formal management experience yet, but you're ready to step up and lead a team Experience supporting multi-location or multi-time-zone environments (US/Europe a plus) Track record of improving support processes, reducing ticket volume, or increasing user satisfaction Excellent communication skills with ability to translate technical concepts for non-technical audiences Technical Skills Strong proficiency with Windows and macOS operating systems and common support tools Security tools: Proofpoint, Microsoft Defender, antivirus, EDR, MFA implementation Basic networking: Understanding of TCP/IP, DNS, DHCP, VPN, and troubleshooting connectivity issues Ticketing systems: Experience with help desk platforms, remote support tools, and asset management Active Directory and user/group management Leadership & Communication Problem-solving mindset: Stay calm under pressure, think critically, and find solutions quickly Organization & prioritization: Manage multiple priorities, balance hands-on work with team leadership Customer service orientation: Committed to delivering exceptional user experiences Ability to build relationships and collaborate across technical and non-technical teams Passion for AI: Actively using AI tools to improve workflows and experiment with innovative solutions Bonus Qualifications ITIL Foundation, CompTIA A+, or Microsoft Certified: Modern Desktop Administrator certifications Experience implementing ITSM tools or formal service management processes PowerShell scripting or automation tool experience (ConnectWise, n8n, similar) Understanding of PCI-DSS and GDPR compliance requirements Associate\'s or bachelor\'s degree in IT or related field (or equivalent hands-on experience) As the first dedicated help desk leader at Hotels at Home, you'll have significant autonomy to shape the support function and prove yourself as a leader. Exceptional performers will have opportunities to: Grow the team: Hire and develop additional support staff as the business scales Expand your scope: Take on broader IT responsibilities including infrastructure coordination and project leadership Advance to IT Manager/Director: Natural progression as you demonstrate leadership capabilities and business impact Pioneer AI-driven support: Lead initiatives using AI to improve efficiency, reduce ticket volume, and deliver better user experiences Shape IT strategy: Contribute to technology decisions and collaborate with executive leadership on corporate IT initiatives Build from scratch: Establish help desk operations, processes, and culture with full autonomy and executive support Technical Stack Microsoft 365 & Productivity Proofpoint for email security Windows 10/11 and macOS management Network & Security Infrastructure Corporate routers, switches, and firewalls VPN solutions for secure remote access EDR, antivirus, and anti-malware platforms Vulnerability scanning and compliance tools IT Operations Tools IT ticketing and helpdesk systems IT asset management and inventory tracking Remote support tools Backup and recovery solutions COO and executive team for IT strategy, budget planning, and technology investments Present corporate IT initiatives and security posture to leadership Technical Partnerships Engineering and Automations teams for corporate IT and application infrastructure integration Operations teams for technology support and operational systems IT support staff (as team grows) Cross-Functional All employees across US and Europe for end-user support Finance for IT budget management and vendor contracts External auditors for compliance and security audits Hardware vendors and IT service providers Salary Range: $90,000 - $110,000 (based on experience) Benefits: Comprehensive benefits package including health, dental, and vision insurance, 401(k) with employer matching, paid time off, and professional development opportunities Location: On-site in Fairfield, NJ (Full-Time) This role offers a unique opportunity to be the first help desk leader for a fast-growing e-commerce operation. You'll have significant autonomy to build support operations, implement service management processes, and build an IT team from the ground up with a clear path to IT Manager or Director roles. #J-18808-Ljbffr Hotels at Home