IT Helpdesk Team Lead — Hybrid Ops & Mentorship

Worldwide Logistics Group; Paramus (NJ); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Job summary

Worldwide Logistics, Inc. is seeking an IT Helpdesk Team Lead to guide a skilled helpdesk and infrastructure group in a hybrid, multi-location office setup. You will mentor technicians, manage escalations, and drive ITIL-aligned improvements across hardware, software, and network issues.

You will oversee provisioning, Microsoft 365 (Office/Exchange and Azure AD) administration, and RMM-based issue resolution, ensuring high service quality, documentation, and cross-team collaboration.

Qualifications

• Bachelor’s degree in CS/IT or equivalent experience.
• Minimum 3 years in IT support or MSP experience.
• Strong leadership and coaching abilities.
• Experience with ITIL and security standards.
• Proficient in Microsoft 365/Azure AD administration.
• Solid hardware, software, and networking troubleshooting skills.

Responsibilities

• Lead, mentor, and motivate a team of helpdesk technicians.
• Act as escalation point for complex technical problems.
• Maintain clear communication with team and end-users; provide status updates.
• Identify and implement process improvements for helpdesk efficiency.
• Use RMM software to monitor, deploy updates, and resolve issues remotely.
• Oversee provisioning and configuration of computers and IT equipment for staff.
• Administer and support Microsoft 365 services, including Azure AD.
• Document support activities and knowledge base entries.
• Collaborate with other IT teams to resolve cross-functional issues.

Skills

Team Leadership

IT Support

Troubleshooting

Microsoft 365

Azure AD

RMM Tools

Education

Bachelor's degree in CS/IT

Certifications: CompTIA A+

Tools

RMM Software

Ticketing Software

Job description

Worldwide Logistics, Inc. is seeking an IT Helpdesk Team Lead to guide a skilled helpdesk and infrastructure group in a hybrid, multi-location office setup. You will mentor technicians, manage escalations, and drive ITIL-aligned improvements across hardware, software, and network issues.

You will oversee provisioning, Microsoft 365 (Office/Exchange and Azure AD) administration, and RMM-based issue resolution, ensuring high service quality, documentation, and cross-team collaboration.