IT Helpdesk Team Lead: Lead, Troubleshoot & Innovate

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

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Comprehensive benefits package

Job summary

Worldwide Logistics, Inc. is seeking an IT Helpdesk Team Lead to guide a team of technicians and ensure efficient issue resolution across hardware, software, and network services.

You will manage Tier 2-3 escalations, mentor staff, and collaborate with IT peers in a hybrid, multi-location office environment. Responsibilities include provisioning equipment, administering Microsoft 365 and Azure AD, using RMM tools, maintaining documentation, and driving process improvements to raise service

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent experience.
• 3+ years IT support/ MSP experience preferred.
• Experience managing a team and handling Tier 2-3 escalations.
• Strong hardware/software/network troubleshooting and ITIL-aligned processes.

Responsibilities

• Lead, mentor, and motivate a team of helpdesk technicians with ongoing training.
• Escalate and troubleshoot complex hardware/software/network issues.
• Communicate status updates clearly to users and team members.
• Identify and implement process improvements for efficiency.
• Use RMM software to monitor, deploy updates, and resolve issues remotely.
• Oversee provisioning and configuration of equipment for new/existing staff.
• Administer Microsoft 365 services and Azure AD, including user mgmt.
• Document support activities, solutions, and knowledge base entries.
• Collaborate with other IT teams to resolve cross-functional issues.

Skills

Team leadership

Troubleshooting

Microsoft 365

RMM tools

Azure AD

Communication

Networking

ITIL

Education

Bachelor's degree in Computer Science/IT

Tools

RMM tools

Ticketing software

Microsoft 365

Azure AD

Azure Active Directory

Job description

Worldwide Logistics, Inc. is seeking an IT Helpdesk Team Lead to guide a team of technicians and ensure efficient issue resolution across hardware, software, and network services.

You will manage Tier 2-3 escalations, mentor staff, and collaborate with IT peers in a hybrid, multi-location office environment. Responsibilities include provisioning equipment, administering Microsoft 365 and Azure AD, using RMM tools, maintaining documentation, and driving process improvements to raise service