Information Technology Service Desk Team Lead
3 days ago
Birmingham
Job overview: Supports technology across retail locations, field personnel, and home office. Resolves user issues while proactively identifying opportunities to improve the overall technology stack to drive smooth, consistent operations. Responsibilities and duties: • Troubleshoot issues with POS systems, computer hardware, polling systems, and any other in-store and remote data collection technology., • Answer help desk calls and emails as they arrive., • Log, track, and manage incidents and service requests within Jira Service Desk (or similar ITSM platform)., • Resolve level 1 issues in real time; research, solve, and escalate level 2 and 3 tickets as needed., • Clearly communicate on all open tickets through resolution and closure in Jira., • Help define, achieve, and improve IT Dept Service Level Agreements with the Business., • Develop and use Jira reporting to spot trends in company support needs., • Participate in root cause analysis of issues and collaborate with the team to craft long-term solutions., • Update and maintain networking infrastructure to align with organizational security standards, • Support the Technology team in sourcing, building, and implementing new technology to the field organization., • Assist in executing IT corporate initiatives and see them through to completion., • Outstanding communication skills, including the ability to articulate complex topics to less technical users and emphasize standard operating procedures, • Proficient knowledge of Microsoft Office including Word, Excel, Outlook, and PowerPoint., • Understanding of computer networks, servers, routers, and data collection processes., • Planning and organizational skills., • Ability to identify problems and resolve them., • Ability to set priorities, meet deadlines, and multi-task with minimal supervision., • Capability to build working relationships with internal customers and external vendors., • Ability to travel 1-2 times per month., • Participate in a rotating on-call schedule to provide after-hours and weekend support as needed to ensure continuous business operations. Education and Experience: • High school diploma or equivalent; Bachelor’s degree preferred; or a combination of education and experience that yields the required knowledge, skills, and abilities., • Prior Service Desk or technical support experience, • Experience with Jira or similar IT service management platforms., • Experience in fast-paced and dynamic companies; ideally supporting retail, manufacturing, and/or logistics operations., • Proactive, customer-centric mindset., • Outstanding integrity and desire to solve problems.