ID Logistics US · 13 hours ago
IT Support Manager, Help Desk Hybrid
Westgate, GA
Full-time
Hybrid
Mid, Senior Level
$90K/yr - $110K/yr
3+ years expID Logistics is a leading global 3PL transportation organization dedicated to fostering a dynamic and inclusive work environment. The IT Support Manager will lead the help desk team, ensuring high-quality technical support is delivered to clients and internal staff while overseeing daily operations and developing support strategies.
Transportation/Trucking/Railroad
No H1B
Responsibilities
Lead, mentor, and manage the help desk team, 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 help desk 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 help desk 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 help desk support, aligning with the company’s goals and objectives
Implement best practices and innovative solutions to enhance the efficiency and effectiveness of the help desk
Collaborate with other departments to ensure seamless support for cross-functional initiatives
Generate and analyze reports on help desk 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 help desk support
Evaluate and recommend new technologies to improve support services
Ensure the help desk team is proficient with current tools and technologies
Qualification
Required
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
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
Benefits
Medical, dental, and vision insurance
401(k) with company match
Generous PTO
Sick time
Company holidays
Company
ID Logistics US
ABOUT ID LOGISTICS: ID Logistics is an international contract logistics group, with revenue of € 3.3 B in 2024.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Stan Schrader [LION]
Chief Executive Officer
Patrick Coughlin
Chief Operating Officer
Company data provided by crunchbase