Nivel Parts and Manufacturing · 2 months ago
Service Desk Team Lead
Jacksonville, FL
Full-time
Onsite
Senior LevelNivel Parts and Manufacturing is seeking a Service Desk Manager who possesses a solid technical background combined with customer service experience. The role involves overseeing the help desk team, ensuring high-quality technical support, and enhancing client satisfaction through effective management and problem-solving strategies.
Manufacturing
Responsibilities
Oversee 100% of the requests, incidents and problems
Act as escalation point for all requests and incidents
Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed
Manage the help desk team and evaluate performance
Ensure customer service is timely and accurate on a daily basis
Set specific customer service standards
Contribute to improving customer support by actively responding to queries and handling complaints
Establish best practices through the entire technical support process
Follow up with customers to identify areas of improvement
Will drive Ticket Deep Dive and develop strategies for improvement
Monitor team performance and developing feedback reports for management
Qualification
Required
Proven work experience as a Help Desk Manager
Strong proficiency in Windows 10/11, Microsoft 365, Teams, Azure AD, and endpoint management tools
Solid understanding of networking fundamentals, Active Directory, VPN, and system administration
Experience with ITSM/ticketing platforms (e.g., ManageEngine, ServiceNow, Jira Service Management)
Proven experience leading or supervising an IT Service Desk or support team in a fast-paced environment
Skilled in escalation management, incident triaging, and driving accountability across technical staff
Experience in identifying, triaging, and escalating cybersecurity incidents
Excellent communication, organization, and interpersonal skills with a focus on customer satisfaction
Strong problem-solving and decision-making abilities, especially under pressure
Solid technical background with an ability to give instructions to a non-technical audience
Customer-service oriented with a problem-solving attitude
Excellent written and verbal communications skills
BSc degree in Computer Science, Information Technology or relevant field desired
Company
Nivel Parts and Manufacturing
Founded in 1968, Nivel is a global aftermarket manufacturer, distributor and seller of specialty and heavy duty vehicle parts and accessories.
Founded in 1968
501-1000 employees
H1B Sponsorship
Nivel Parts and Manufacturing has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
Funding
Current Stage
Late StageLeadership Team
Robert Wyatt
Chief Financial Officer
John Sarkis
Chief Operating Officer
Recent News
2025-11-13
Company data provided by crunchbase