Overnight IT Help Desk Team Lead

Mechdyne Corporation; Illinois; Remote; Full time

Job summary

Mechdyne Corporation is seeking an Overnight IT Help Desk Team Lead to oversee service operations during the night shift. This role involves mentoring agents, ensuring service excellence, and managing client interactions. The ideal candidate will possess strong leadership skills and experience in service desk operations.

Benefits

Competitive salaries

Generous benefits package

Performance incentives

Profit sharing

Qualifications

• Experience in a similar role within a service desk environment.
• Understanding of service desk operations and client management.
• Ability to manage and develop a team.

Responsibilities

• Supervise and mentor Service Desk Agents.
• Maintain departmental KPIs and develop agent skills.
• Ensure quality assurance across the service desk.

Skills

Leadership

Communication

Problem-solving

Critical thinking

KPI monitoring

Job description

As the Overnight IT Help Desk Team Lead, you are the backbone of our service operations during the night shift, ensuring seamless IT support when the world sleeps. Acting as the trusted point of contact for agents, you provide guidance, oversight, and strategic leadership to maintain top-tier service delivery. Reporting to the Service Desk Supervisor, you champion service excellence—monitoring performance, driving continuous improvement, and ensuring that service levels and agent metrics not only meet expectations but exceed them. If you're ready to lead with confidence, problem-solve in high-pressure situations, and inspire a team to thrive in a fast-paced, overnight environment, this role is for you.

Scheduled Hours: Monday - Friday 10:30pm – 7:00am Central Time

*Initial Training will take place in Naperville, Illinois and the role will be Remote after that.

What You'll Do:

• Supervise and mentor Service Desk Agents
• Maintain departmental KPIs and develop agent skills
• Meet client service levels and monitor team performance
• Support or take over challenging calls
• Ensure quality assurance across the service desk
• Manage contact volume and staff utilization
• Serve as the point of contact for overnight clients and agents
• Promote Mechdyne’s solutions and capabilities

Power Skills You'll Bring:

• Strong leadership and communication skills
• Problem-solving and critical thinking
• Ability to manage high-pressure situations
• Proficiency in monitoring KPIs and using relevant software
• Competency in providing constructive feedback and mentorship

Qualifications That Will Set You Apart:

• Experience in a similar role within a service desk environment
• Understanding of service desk operations and client management
• Ability to manage and develop a team
• Knowledge of Mechdyne’s products and services is a plus

About Us:

We Value Giving Back: We are proud to help organizations around the world. It's essential to us that we help solve problems for the greater good and make a difference on the local level. Our commitment to the communities in which we live, and work is a longstanding part of our culture.

Statistics show that women, veterans, individuals with disabilities and minorities will not apply to a job if they believe they will not meet all of the listed requirements of a job. Don't be a statistic. We encourage all backgrounds to apply.

Mechdyne offers an exciting work environment that is continually evolving, with competitive salaries, and a generous benefits package, including performance incentives and profit sharing. Our selection process includes personality and aptitude assessments.

Mechdyne is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability, or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment. Mechdyne will only employ those who are legally authorized to work in the United States.

Note: This is not a position for which non-US work visa sponsorship will be provided.

Salary Range: $24-$29 per hour depending on experience and qualifications.