Hybrid IT Helpdesk & Infrastructure Lead

Worldwide Logistics Group; Paramus (NJ); Hybrid; USD 70,000 - 100,000; Full time

Job summary

Worldwide Logistics, Inc. is seeking a skilled IT Helpdesk and Infrastructure Team Lead to join our growing IT department in a hybrid multi-location office environment in Paramus, New Jersey.

You will guide a team of helpdesk technicians, resolve Tier 2-3 escalations, manage RMM tools, provisioning, and Microsoft 365/Azure AD administration, while driving process improvements and knowledge base documentation. A Bachelor’s degree is required with relevant certifications preferred.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field or equivalent experience.
• Preferred certifications such as CompTIA A+, Network+, or MCP are a plus.

Responsibilities

• Lead, mentor, and motivate a team of helpdesk technicians and provide training.
• Act as escalation point for complex technical problems and resolve Tier 2-3 issues.
• Maintain clear communication with team and end-users and provide timely status updates.
• Identify and implement process improvements to enhance helpdesk efficiency.
• Utilize RMM software to monitor systems, deploy updates, and resolve issues remotely.
• Oversee provisioning and configuration of computers and IT equipment for new and existing employees.
• Administer Microsoft 365 services including Azure AD, user management, and troubleshooting.
• Document all support activities and maintain knowledge base entries.
• Collaborate with other IT teams to resolve cross-functional issues.

Skills

IT support

Team leadership

Customer service

Problem solving

Communication

Microsoft 365/Azure AD

RMM tools

ITIL compliance

Education

Bachelor’s degree

Tools

RMM software

Ticketing software

Job description

Worldwide Logistics, Inc. is seeking a skilled IT Helpdesk and Infrastructure Team Lead to join our growing IT department in a hybrid multi-location office environment in Paramus, New Jersey.

You will guide a team of helpdesk technicians, resolve Tier 2-3 escalations, manage RMM tools, provisioning, and Microsoft 365/Azure AD administration, while driving process improvements and knowledge base documentation. A Bachelor’s degree is required with relevant certifications preferred.