Position: Team Lead & IT Service Desk Specialist
Location: On-site - Fort Lauderdale, FL
THE ROLE: The Team Lead & IT Service Desk Specialist is a hands-on, first-line supervisory role based in the U.S. and part of IGEL’s international IT department. Reporting to the global Manager IT Service Desk, this position directly supervises two IT Service Desk Specialists and is accountable for their day-to-day leadership, performance management, coaching, development, work allocation, scheduling, and team service delivery.
The Team Lead also remains actively involved in IT service desk operations, including maintaining and monitoring computer systems and networks through an international ticketing system, providing onsite and remote support, supporting special events, performing employee check-ins and check-outs, managing user access, helping ensure IT compliance and security, and contributing to IT department projects. This role serves as the primary local escalation point for the team while partnering with the Manager IT Service Desk on broader priorities, standards, and people matters.
Responsibilities
- Ability to work onsite in the Fort Lauderdale, Florida office four (4) days per week, with one remote workday per week, subject to business needs and company policy.
- At least 5 years of relevant experience in IT service desk, end-user support, desktop support, or a comparable IT support environment.
- Demonstrated experience providing day-to-day leadership, supervision, coaching, or work direction to IT support professionals.
- Completed studies in Computer Science or comparable education and/or equivalent practical experience.
- Strong hands-on experience providing first-level and end-user IT support in a business environment.
- Experience with Windows, macOS, and iOS environments.
- Experience deploying or working with IGEL OS.
- Confident handling of Active Directory, Microsoft 365 Admin Center, and Microsoft Entra ID (Azure Active Directory).
- Experience working with Microsoft 365.
- Experience working with an IT ticketing system and Microsoft Endpoint Manager / Microsoft Intune.
- Experience in VDI/DaaS platforms like Citrix, Windows365 or Omnissa Horizon supporting SaaS use cases including the management of browsers.
- Strong customer-service orientation, clear and professional communication skills, and the ability to lead effectively in a collaborative, global team environment.
- Demonstrated judgment, accountability, and ability to manage competing priorities, escalations, and employee matters appropriately.
- Willingness and ability to learn additional IT technologies and topics as business needs evolve.
Requirements
Team Lead- Provide direct supervision and day-to-day leadership for two IT Service Desk Specialists, including setting priorities, assigning work, monitoring workload, and ensuring appropriate team coverage.
- Conduct regular 1:1 meetings, provide ongoing coaching and feedback, support employee development, and establish clear performance expectations.
- Lead the performance management process for direct reports, including goal setting, performance reviews, recognition, and addressing performance or conduct concerns in partnership with the Manager IT Service Desk and People Team.
- Manage and approve day-to-day scheduling and time-off requests while maintaining appropriate service coverage and escalating broader staffing matters as needed.
- Participate in recruiting, interviewing, selection, onboarding, and training for IT support team members; provide recommendations regarding promotions, compensation changes, and other employment actions as appropriate.
- Monitor team service delivery, ticket quality, responsiveness, and operational performance; identify trends and implement improvements in partnership with the Manager IT Service Desk.
- Work collaboratively as part of an international team.
- Ensure that solutions and lessons learned in one region are documented and available to the entire support organization.
Service Desk- Serve as the first management and technical escalation point for local IT support issues and coordinate escalation to global IT resources when needed.
- Promote consistent adherence to global IT policies, security requirements, support standards, documentation practices, and department procedures.
- Provide qualified user support in a global IT organization, focusing on employees in the United States and Canada and supporting users across U.S. time zones.
- Ensure that the IT onboarding process for new employees is optimized and accelerates the ability of new employees to start their jobs with minimal IT ramp-up time, including the required access, installation and basic understanding of how to use IT tools and systems required for their role, in collaboration with your manager.
- Resolve incidents and service requests through remote or onsite support in a hybrid Active Directory/Microsoft 365 environment.
- Install, provision, and support the user's workplace, including hardware, software, licenses, and endpoint protection.
- Provide centralized administration and support for thin client environments using the IGEL Universal Management Suite (UMS), as well as for mobile devices through the organization’s designated Mobile Device Management (MDM) solution.
- Handle purchase requests and maintain accurate tracking of IT assets in the CMDB.
- Support video conferencing, telephony solutions, and SaaS/cloud applications.
- Contribute to the creation, improvement, standardization, and automation of IT processes.
- Maintain and improve IT documentation, infrastructure inventory, and onsite IT stock.
- Contribute to IT projects and other departmental initiatives as assigned.
- Coordinate the support team's response during high-impact incidents and ensure communication, escalation, documentation, and follow-up.
Benefits
- Health, dental, vision, and prescription benefits (employee premiums covered by IGEL)
- 11 company-paid holidays per year
- 18-22 days of PTO per year (18 days in year 1, 20 days starting in year 2 and 22 days after 5 years of service)
- Sick time of 10 days per year, with rollover of unused days up to maximum limit
- 401(k) plan with 100% company match, up to $15,000 per year
- Paid maternity and paternity leave
- Monthly home office allowance
- Remote working opportunities and flexible working times, so you can combine your demanding work with your personal goals
- Employee Assistance Program (EAP) and Financial Wellness tool
- Company-paid life insurance policy, long-term disability (LTD), and short-term disability (STD) coverage
- Wellbeing apps, including Rightway, Headspace and Wellhub
- Training and development opportunities to advance your career
- President’s Club for the highest performing salespeople and overachievers
- An amazing culture powered by a workplace run on trust, empowerment, and feedback with a positive, inspiring working atmosphere
- A highly motivated team that is already looking forward to your support in developing strategies and achieving common goals, together with you!
IGEL is an equal opportunity employer and makes employment decisions on the basis of merit. We want the best available person in every job. Our policy prohibits unlawful discrimination based on color, creed, sex, religion, marital status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, or any other consideration made unlawful by federal, state or local laws.
Additional information:
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