Lead IT Help Desk & AI-Driven Support

Hotels at Home; Fairfield (NJ); On-site; USD 90,000 - 110,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401(k) with employer matching

Paid time off

Professional development opportunities

Job summary

A luxury hospitality services provider is seeking a Help Desk & IT Support Lead to establish corporate help desk operations. The role requires IT support experience, leadership potential, and a passion for AI technology. Responsibilities include managing support tickets, mentoring a small team, and improving support processes. This position offers a salary between $90,000 - $110,000 and significant growth opportunities to IT Manager or Director roles.

Qualifications

• 4-5+ years in IT support or service desk roles.
• At least 1 year in a senior or lead capacity.
• Ready to manage a help desk team.

Responsibilities

• Oversee daily ticket queues and ensure timely resolution.
• Act as primary escalation point for complex issues.
• Establish and maintain help desk workflows and SLAs.

Skills

IT support experience

Communication skills

Problem-solving mindset

Customer service orientation

Leadership readiness

Technical proficiency with Windows and macOS

Education

Associate's or bachelor's degree in IT or related field

Tools

Ticketing systems

Microsoft 365

Security tools (Proofpoint, Microsoft Defender)

Job description

A luxury hospitality services provider is seeking a Help Desk & IT Support Lead to establish corporate help desk operations. The role requires IT support experience, leadership potential, and a passion for AI technology. Responsibilities include managing support tickets, mentoring a small team, and improving support processes. This position offers a salary between $90,000 - $110,000 and significant growth opportunities to IT Manager or Director roles.