IT Support Lead — Hybrid, Westgate

Idlogistics; Georgia; Hybrid; USD 90,000 - 110,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company match

Generous PTO

Sick time

Company holidays

Job summary

ID Logistics is seeking a Manager of Support (Help Desk) to lead a geographically dispersed IT Service Desk and Warehouse Support team in Westgate, GA. The role demands strong leadership, ITIL knowledge, and a focus on customer service excellence.

You will drive performance, SLA adherence, and process improvements while collaborating with other departments and reporting to senior management. Hybrid work arrangement with 20% travel is expected.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field.
• 2-3 years IT support experience with at least 3 years in a management role.
• Strong knowledge of ITIL or similar service management frameworks.
• Excellent leadership, communication, and interpersonal skills.
• Proven ability to manage and develop a high-performing team.
• Experience with help desk ticketing systems and remote support tools.

Responsibilities

• Lead, mentor, and manage a geographically dispersed IT Service Desk/Warehouse Support team.
• Conduct regular performance evaluations and provide feedback.
• Develop strategies to improve team performance and customer satisfaction.
• Oversee daily support operations and ensure timely issue resolution.
• Monitor ticketing system; ensure tickets are assigned, escalated, and resolved within SLAs.
• Develop and maintain IT support policies, procedures, and documentation.
• Ensure high customer satisfaction by maintaining service standards.
• Act as escalation point for complex or high-priority issues.
• Collect and analyze customer feedback for improvements.
• Plan long-term IT support strategies aligned with company goals.
• Present findings to senior management and drive continuous improvement.

Skills

Leadership

Communication

ITIL knowledge

Problem-solving

Team management

Education

Bachelor's degree in IT/CS

Tools

Ticketing systems

Remote support tools

Job description

ID Logistics is seeking a Manager of Support (Help Desk) to lead a geographically dispersed IT Service Desk and Warehouse Support team in Westgate, GA. The role demands strong leadership, ITIL knowledge, and a focus on customer service excellence.

You will drive performance, SLA adherence, and process improvements while collaborating with other departments and reporting to senior management. Hybrid work arrangement with 20% travel is expected.