Help Desk Lead

Who you are

You have 4-6 years of experience in IT Help Desk and Technical Support Operations, including incident, request, and problem management. Your excellent communication skills allow you to support users in both English and Spanish effectively. You possess strong team leadership and coordination abilities, mentoring your team to ensure high performance and user satisfaction. You are familiar with ITSM best practices and have a basic understanding of networking and building maintenance coordination. Industry-related certifications such as ITIL, Network+, A+, or CCNA are part of your qualifications, showcasing your commitment to professional development.

What you'll do

In this role, you will lead and manage the IT Help Desk team, assigning tasks and setting priorities to ensure proper coverage and timely resolution of tickets. You will act as an escalation point for complex or high-impact incidents, ensuring compliance with SLAs. Your responsibilities will include defining, implementing, and continuously improving support processes while monitoring service KPIs and preparing regular reports for management. You will coordinate IT onboarding and offboarding, ensuring timely access to equipment and policy compliance. Additionally, you will maintain and grow the knowledge base and documentation to reduce repetitive issues and identify automation opportunities in support workflows and tools. Ensuring compliance with security policies and access controls will also be a key part of your role.

What we offer

Wizeline provides a high-impact environment that fosters professional development and a flexible, collaborative culture. You will be part of a vibrant community that values innovation and growth, with global opportunities to expand your career. We encourage you to apply even if your experience doesn't match every requirement, as we believe in the potential of our team members to grow and succeed together.