Hotels at Home · 4 days ago
Information Technology Help Desk Support
Fairfield, NJ
Full-time
Onsite
Mid, Senior Level
$90K/yr - $110K/yr
4+ years expHotels at Home is a global e-commerce and logistics company specializing in luxury hotel experiences for customers at home. They are seeking a Help Desk & IT Support Lead to oversee help desk operations, mentor a support team, and collaborate with engineering teams to enhance user support.
HospitalityRetail
Hiring Manager
Kirk Newcombe
Responsibilities
Oversee daily ticket queues, prioritize work by impact and urgency, and ensure timely resolution of incidents and requests
Act as the primary escalation point for complex technical issues that first-level support can't resolve
Monitor service levels, response times, and resolution rates to maintain high-quality support
Manage on-call rotation and ensure coverage for critical IT issues across US and European time zones
Establish and maintain help desk workflows, SLAs, and performance metrics
Hire, train, and coach help desk technicians—this is your opportunity to build leadership skills
Conduct regular one-on-ones, provide constructive feedback, and create career development plans
Hold the team accountable for quality, productivity, and customer service excellence
Foster a culture of continuous learning, collaboration, and problem-solving
Build team capacity and skillsets to scale with business growth
Provide first- and second-level support for Windows and macOS systems, mobile devices, and peripherals
Troubleshoot Microsoft 365 services (Azure AD, Exchange, Teams, SharePoint, Intune)
Support email security and archiving (Proofpoint), endpoint protection (Microsoft Defender), and VPN/network connectivity
Handle user onboarding/offboarding, access management, and device provisioning
Maintain accurate documentation of technical issues, resolutions, and configurations
Establish incident management procedures, onboarding/offboarding workflows, and knowledge base documentation
Analyze help desk performance metrics, identify trends, and implement process improvements
Build and maintain an IT knowledge base to enable user self-service and reduce ticket volume
Create and refine IT policies, procedures, and best practices
Implement ticketing system improvements and automation to increase efficiency
Work closely with network/infrastructure teams to address outages, plan upgrades, and enforce security policies
Partner with engineering and automation teams to evaluate and deploy new tools (MDM, endpoint security, automation platforms)
Act as liaison between IT and business units, providing updates on incidents, maintenance, and service improvements
Coordinate with vendors for hardware, software, and telecom services
Report IT support metrics and initiatives to executive leadership
Qualification
Required
4–5+ years in IT support, service desk, or end-user support roles with increasing responsibility
At least 1 year in a senior or lead capacity—you've been the go-to person, mentored others, or led projects
Ready to manage: You may not have formal management experience yet, but you're ready to step up and lead a team
Experience supporting multi-location or multi-time-zone environments (US/Europe a plus)
Track record of improving support processes, reducing ticket volume, or increasing user satisfaction
Excellent communication skills with ability to translate technical concepts for non-technical audiences
Strong proficiency with Windows and macOS operating systems and common support tools
Microsoft 365 administration: Azure AD, Intune, Exchange, Teams, SharePoint, OneDrive
Security tools: Proofpoint, Microsoft Defender, antivirus, EDR, MFA implementation
Basic networking: Understanding of TCP/IP, DNS, DHCP, VPN, and troubleshooting connectivity issues
Ticketing systems: Experience with help desk platforms, remote support tools, and asset management
Active Directory and user/group management
Problem-solving mindset: Stay calm under pressure, think critically, and find solutions quickly
Organization & prioritization: Manage multiple priorities, balance hands-on work with team leadership
Customer service orientation: Committed to delivering exceptional user experiences
Ability to build relationships and collaborate across technical and non-technical teams
Passion for AI: Actively using AI tools to improve workflows and experiment with innovative solutions
Preferred
ITIL Foundation, CompTIA A+, or Microsoft Certified: Modern Desktop Administrator certifications
Experience implementing ITSM tools or formal service management processes
PowerShell scripting or automation tool experience (ConnectWise, n8n, similar)
Understanding of PCI-DSS and GDPR compliance requirements
Associate's or bachelor's degree in IT or related field (or equivalent hands-on experience)
Benefits
Comprehensive benefits package including health, dental, and vision insurance
401(k) with employer matching
Paid time off
Professional development opportunities
Company
Hotels at Home
Hotels at Home is a retail company that provides hospitality retail services.
51-200 employees
H1B Sponsorship
Hotels at Home 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
2021 (1)
Funding
Current Stage
Growth StageLeadership Team
Steven Ware
President and CEO
Company data provided by crunchbase