Team Leader - Helpdesk

Real Time Technologies (RT²); Miami (FL); Remote; USD 70,000 - 90,000; Full time

Job summary

Real Time Technologies (RT²) is seeking an Engineering Manager to lead a dynamic team in delivering superior IT solutions. This role demands a seasoned professional with extensive experience in IT management, capable of fostering a culture of innovation and operational excellence. The position offers competitive compensation, flexible working options, and the opportunity to shape the future of a rapidly growing company in the wireless industry.

Benefits

Remote, flexible working options

Health, Dental and Vision Insurance

401K

Paid Annual Leave

Paid Sick Leave

Qualifications

• 8+ years of progressive experience in IT support and helpdesk operations.
• 5+ years in a leadership or management role.
• Strategic mindset with experience in KPIs and SLAs.

Responsibilities

• Lead and mentor an agile team focused on quality and craftsmanship.
• Collaborate with leadership to establish division mission aligned with company vision.
• Drive performance in areas such as quality, predictability, flow, and velocity.

Skills

Leadership

IT Management

Communication

Operational Efficiency

Tools

Azure Active Directory

Office 365

Zendesk

Jira

Freshservice

Job description

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Get to Know Us Better

RT² offers the most flexible cutting-edge Retail Management Solutions that encompass sales,

Get to Know Us Better

RT² offers the most flexible cutting-edge Retail Management Solutions that encompass sales,

inventory management, frontline employee management and engagement, payments, business

intelligence, and digital automation tools for the wireless industry.We support Fortune 500

companies, unify their customer experience, and remove pain points across multiple retail touch

points. RT² prides itself on fostering a team-oriented culture and a dynamic work environment,

where team members are set up to make meaningful contributions across the organization.

Engineering Manager-The Team Leader is a servant leader whose primary goal is to build a team that is self-organizing and self-managing. As a Team Leader, this person is responsible for elevating team member performance and ensuring their team has what it needs to implement technologically superior products.

Responsibilities:

• Lead and mentor an agile team that leans into data-driven experimentation, innovation, quality, and craftsmanship
• Mentor peer leaders with guidance and direction from the Director, Engineering
• Communicate and promote the culture and mission of the company
• Collaborate with leadership to establish a divisional mission aligned with the company vision
• Promote iterative, thoughtful decision-making within a self-organized team
• Recognize trends affecting delivery goals and support team decisions on short- and long-term resolutions, removing roadblocks when necessary
• Drive performance in areas, such as quality, predictability, flow, and velocity
• Coordinate response and communication of tech incidents to stakeholders
• Recognize trends across tech incidents and ensure true root causes have been identified and fixes implemented
• Stay informed of trends and changes in the broader technology, business, and regulatory landscapes
• Regularly evaluate the teams size, organizational fit, and position and propose changes to improve synergies
• Understand and plan for the product roadmap and maintain awareness of broader technical and business changes impacting the team
• Develop short-, mid-, and long-term key results with the team to achieve team objectives
• Develop and retain talent in alignment with the product team's vision and roadmap
• Lead interviews and discussions regarding hiring decisions for candidates and promotions, pulling in appropriate subject matter experts as required
• Prepare and deliver reviews, compensation adjustments, and promotions
• Identify, implement, and drive adoption of best practices within the leadership community
• Mentor and support team members on any of the above responsibilities
  
  

Qualifications:

• 8+ years of progressive experience in IT support and helpdesk operations, with 5+ years in a leadership or management role
• Proven ability to scale and lead high-performing IT support functions, driving excellence in service delivery, technical support, and end-user experience
• Expertise in managing enterprise-level support systems and tools, including Azure Active Directory, Intune, Office 365, and industry-standard ticketing platforms such as Zendesk, Jira, or Freshservice
• Strategic mindset with experience establishing KPIs, SLAs, and process frameworks to ensure operational efficiency and continuous service improvement
• Deep understanding of ITIL best practices and the ability to implement structured support models while maintaining flexibility for business needs
• Adept at partnering with cross-functional stakeholders, including Security, People Operations, and Engineering, to support organizational growth and compliance needs
• Experienced in leading IT onboarding/offboarding at scale, developing knowledge bases, managing vendor relationships, and overseeing hardware/software asset lifecycle
• Strong communicator and people leader with a focus on team development, operational alignment, and creating a culture of accountability, responsiveness, and service excellence
• Ability to lead through ambiguity, manage change, and inspire support teams to meet the evolving needs of a hybrid or remote-first workforce
• Committed to building inclusive teams that prioritize user empathy, proactive support, and innovation in internal tools and systems
  
  

What We Offer:

• A unique opportunity to shape the journey of RT²
• Working within a rapidly growing, game-changing business
• Remote, flexible working options
• Competitive compensation
• Generous STI and LTI provisions
• Health, Dental and Vision Insurance
• Paid Annual Leave
• Paid Sick Leave
• 401K, and more
  
  

Equal Opportunity Statement:

Realtime is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status.

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Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Internet Publishing

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United States $70,000.00-$90,000.00 1 day ago

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