IT Support Manager, Help Desk Hybrid

Job Description:

About Us:

At ID Logistics we are dedicated to fostering a dynamic and inclusive work environment where every team member is welcomed and valued. As a leading global 3PL (3rd party logistics) transportation organization with over 35,000 employees in over 400 sites across 18 countries, we pride ourselves on our customer first approach and commitment to operational excellence.

Position Overview:

The Manager of Support (Help Desk) is responsible for leading and managing the help desk team to ensure the delivery of high-quality technical support to clients and internal staff. This role involves overseeing daily operations, developing support strategies, and ensuring service level agreements (SLAs) are met. The ideal candidate will have strong leadership skills, extensive experience in IT support, and a commitment to customer service excellence.

Location: Westgate, GA (Hybrid)

Work Schedule: Monday-Friday, Days, On Call Rotation.

Travel Specifics: 20%

Competitive Total Rewards: Competitive salary of $90,000 -110,000 along with comprehensive benefits, including medical, dental, and vision insurance, 401(k) with company match, generous PTO, sick time, and company holidays. Compensation is based on experience, skills, and education.

Key Responsibilities:

• Lead, mentor, and manage a geographically dispersed team of IT Service Desk/Warehouse Support team members, ensuring staff are trained, motivated, and equipped to perform their roles effectively.
• Conduct regular performance evaluations and provide feedback to team members.
• Develop and implement strategies to improve team performance and customer satisfaction.
• Oversee daily support team operations, ensuring timely and effective resolution of technical issues.
• Monitor ticketing system and ensure tickets are assigned, escalated, and resolved within SLA guidelines.
• Develop and maintain IT Support policies, procedures, and documentation.
• Ensure high levels of customer satisfaction by setting and maintaining service standards.
• Act as an escalation point for complex or high-priority issues.
• Collect and analyze customer feedback to identify areas for improvement.
• Strategic Planning
• Develop long-term plans for IT support, aligning with the company’s goals and objectives.
• Implement best practices and innovative solutions to enhance the efficiency and effectiveness of IT Support.
• Collaborate with other departments to ensure seamless support for cross-functional initiatives
• Generate and analyze reports on IT support performance, identifying trends and areas for improvement.
• Present findings and recommendations to senior management.
• Use data to drive decision-making and continuous improvement.
• Stay updated on the latest technology trends and tools relevant to IT support.
• Evaluate and recommend new technologies to improve support services.
• Ensure the IT Support team is proficient with current tools and technologies.

This position is not eligible for immigration sponsorshipRequirements:

Minimum Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 2-3 years of experience in IT support, with at least 3 years in a management role.??
• Strong understanding of ITIL or other service management frameworks.
• Excellent leadership, communication, and interpersonal skills.
• Proven ability to manage and develop a high-performing team.
• Experience with help desk ticketing systems and remote support tools.
• Strong problem-solving and analytical skills.
• Commitment to delivering exceptional customer service.

Preferred Qualifications:

• Certifications such as ITIL, HDI, or similar.
• Experience in a fast-paced, high-volume support environment.
• Familiarity with various operating systems, networking, and enterprise applications.
• Knowledge of cybersecurity principles and practices.