IT HelpDesk Team Leader - Hybrid

Would you like to contribute to exciting digital transformation projects with people who are passionate about innovation? With TeamWork Management, the possibilities are endless. We are a local fast-growing company with a global reach, powered by the Swiss group TeamWork Corporate and 20 years of uninterrupted growth.   

Joining our TeamWork Management subsidiary in Boston means being part of our US-based team with 60 information technology specialists in a fun environment where diversity and international talent are put forward. We offer opportunities for continuous learning, a robust benefits package, remote work flexibility, and lots of company perks!  

Who are we?

TeamWork is an independent international group, founded in 1999 in Geneva by our current CEO Philippe Rey-Gorrez. We are your strategic partner in digital transformation, specializing in four core businesses: Management Consulting, SAP Business Solutions, Data Analytics and Technology Platforms. Recognized by our clients for our expertise and experience, TeamWork supports both major international groups and SMEs. TeamWork Management, the group’s US subsidiary, was created in 2017.  

With US offices in Boston, Fort Lauderdale and San Diego, our approach is universal: supporting our clients in all aspects of their digital transformation projects.

Key Responsibilities:

Technical Support (Hands-On)

• Provide Level 2 and Level 3 support for complex technical issues related to hardware, software, and networking.
• Handle escalations and support high-priority incidents, collaborating with other teams as needed.
• Ensure timely resolution of support tickets and proactive issue management.
• Perform hands-on activities, such as device provisioning, OS deployment, and managing user onboarding/offboarding.

Governance & Operational Excellence

• Oversee HelpDesk performance, ensuring that SLAs, KPIs, and team objectives are consistently met.
• Monitor and follow up on ticket backlogs, driving efficiency and resolving service bottlenecks.
• Generate detailed reports on HelpDesk performance, trends, and key metrics for management review.
• Contribute to continuous process improvement, implementing new workflows, automation, or tools as needed.

Mentoring & Team Leadership

• Lead and mentor a team of IT HelpDesk technicians, providing guidance on troubleshooting, customer service, and best practices.
• Foster a collaborative, high-performance environment by setting clear expectations and offering constructive feedback.
• Act as a resource for the team, providing training, resolving escalated issues, and ensuring quality support.
• Assist in the hiring and onboarding of new HelpDesk staff, ensuring the team is well-equipped to meet evolving demands.

Required Skills and Experience:

• 5+ years of experience in IT HelpDesk or Desktop Support, with at least 1 year in a leadership or supervisory role.
• Advanced troubleshooting experience with Windows OS, O365, networking, and common business applications.
• Proven track record of managing and optimizing IT support workflows, tickets, and team performance.
• Proficiency with HelpDesk ticketing systems (e.g., ServiceNow, iTop, Jira, Zendesk).
• Strong communication skills with the ability to generate reports and deliver feedback effectively.
• Experience with team governance, SLA management, and performance tracking.

Preferred Qualifications:

• ITIL certification or experience in IT service management.
• Leadership certifications (e.g., CompTIA IT Project+ or similar).
• Previous experience managing remote or hybrid teams.
• Experience with service desk metrics, reporting tools, and process automation.
• Bilingual (Spanish-English) is highly preferred in South Florida.

Soft Skills:

• Coaching, and mentoring abilities.
• Excellent organizational skills and attention to detail.
• Ability to balance hands-on technical work with leadership responsibilities.
• Proactive problem-solving mindset and a drive for continuous improvement.

• Full Time Employee
• Hybrid - 2 time per week on-site
• Location: Must be based in the Miami-Fort Lauderdale-Palm Springs area to attend meetings in the Fort Lauderdale office at least twice a week.
• Willingness and ability to travel within the U.S. as needed.