Help Desk Lead

Chadwell Supply; Phoenix (AZ); Hybrid; USD 33,000 - 34,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life Insurance

Disability

401K

PTO 104 hrs

Gym access

Employee discount

Career growth

Job summary

Chadwell Supply in Phoenix is seeking a Help Desk Team Lead to oversee the IT Help Desk and its staff, ensuring high-quality service levels. The role is full-time with a hybrid schedule, featuring 2 days at home and 3 in the office, and an hourly wage of $24–$25 based on experience.

Requirements include a bachelor’s degree in CS/IT/MIS/Engineering or Accounting, 3–5 years in IT Service Desk, strong English, MS Office proficiency, and proven SLA delivery.

Qualifications

• A bachelor’s degree in CS, IT, MIS, Engineering or Accounting.
• 3–5 years in an IT Service Desk environment; strong English.
• Advanced proficiency in MS Office (Word, Excel, Outlook).
• Excellent organizational and time management skills.
• Advanced technical and analytical skills.
• Advanced interpersonal skills.
• Ability to translate technical knowledge into actionable direction.
• Collaborate with IT teams to meet SLA.
• Maintain 98%+ SLA success rate monthly.
• Same-day issue resolution.
• 40 hours of training per year.

Responsibilities

• Lead a team of help desk and hardware technicians.
• Manage resources, monitor performance, and develop staff.
• Meet Help Desk SLA targets as established by IT and Leadership.
• Coordinate equipment purchasing and stocking.
• Track and analyze service delivery metrics; drive improvements.
• Promote excellent customer service and response times.
• Enforce quality of service for customers and services.
• Identify trends and develop preventative solutions.
• Visit warehouses to resolve long-standing issues.
• Produce and update daily/weekly/monthly reporting.
• Coordinate outages communications and root-cause analyses.
• Escalate between Help Desk and Level 3 Administrators.
• Partner with HR/Facilities for employee experience.

Skills

Verbal and written English

MS Office proficiency

Organizational and time management

Analytical skills

Interpersonal skills

Technical problem solving

Translate technical knowledge into行动方向

SLA management

Team leadership

Customer service excellence

Education

Bachelor’s degree in CS/IT/MIS/Engineering or Accounting

Tools

MS Office suite

Job description

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.

We are proud to have been named 2026 National Apartment Association Supplier Company of The Year!

Benefits that drive themselves

• Hourly rate of $24.00 - $25.00 Basedon Experience!
• Full Time, Monday-Friday, 9:00 am - 6:00 pm.
• Work from home options! We offer hybrid schedules that would consist of 2days at home and 3days 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 andmuch more!
• Employee discount program!
• Long-Term Career Opportunities! Many of our leaders started with Chadwell Supplylooking for a job, just like you, but found long-term career opportunities at one of our 30Branches across the Country.
• Recognized as a Top Company in Tampa Bay 8 years running!

Overview

The Help Desk Team Lead is responsible for providing oversight and management of the IT Help Desk function and its employees, to ensure high quality service levels are achieved.

What you will need

• 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.

How you will make an Impact

• 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.