IT Service Desk Lead

Join our client as an IT Service Desk Lead, where you'll be the go-to problem solver for technology across retail locations, field teams, and the home office. This role gives you the chance to make a real impact by keeping operations running smoothly while shaping the future of technology for a growing organization. If you love tackling challenges and seeing your solutions in action, this is the opportunity for you.

C2C is not an option with this job opening and all applicants should be able to work for any US Employer without sponsorship. Sponsorship is not provided and this person will not need to require sponsorship in the future.

Benefits & Extras

• Competitive salary range of $90,000-$110,000
• Opportunity to lead and mentor a direct report
• Hands-on work with diverse technologies including POS, tablets, cameras, and servers
• Travel 1-2 times per month to exciting new locations
• Be part of a fast-growing, family-built company making a positive community impact

Compensation

$90,000-$110,000

What You'll Be Doing

• Troubleshoot POS systems, hardware, polling systems, and other technology
• Answer help desk calls and emails; manage incidents in Jira Service Desk
• Resolve level 1 issues in real time and escalates complex tickets as needed
• Communicate clearly through ticket resolution and closure
• Develop reporting to identify trends and improve IT support
• Support IT initiatives, including hardware installation and corporate projects
• Coordinate with 3rd party technical teams for on-site support

What You'll Need to be Considered

• Leadership experience and ability to mentor staff
• Experience with Jira or similar ITSM platforms
• Strong understanding of networks, servers, and data collection systems
• Ability to travel and participate in rotating on-call schedule
• Exceptional communication skills to translate technical topics for non-technical users