IT Help Desk Lead

About Packsize Packsize is redefining the way businesses and their customers use and experience packaging around the world. We build the technology, design the right solutions, and automate the processes that propel the industry forward. To us, packaging is much more than a box-it's delivering what's right for our customers, their customers, our people, and the planet. About the Role Packsize seeks an experienced and skilled IT Help Desk Lead at our headquarters in Salt Lake City. This role is designed to lead our help desk team in providing excellent technical support and customer service to our organization. The IT Help Desk Lead will oversee the day-to-day operations of the help desk team in Salt Lake City, including handling tickets, providing technical support, and ensuring that team members are properly trained and supported. The IT Help Desk Lead will also report on help desk metrics to management. What You'll Do Oversee the daily operations of the IT HQ help desk team, including assigning and monitoring help desk tickets and providing technical support to end-users. Working on tickets day to day out of a ticketing queue Ensure that team members are following standard operating procedures and delivering high-quality customer service. Track and report on help desk metrics, including response times, resolution rates, and customer satisfaction Develop and implement best practices for the help desk team Asset management Maintain and update the help desk knowledge base and documentation, ensuring that it is up-to-date and accurate. Collaborate with other IT teams to identify and resolve complex technical issues. Maintain a positive and productive work environment that fosters teamwork and collaboration. Stay up-to-date with the latest trends and best practices in IT help desk support. Develop training for end-user support and new-hire orientation leveraging HR, Learning & Development, and IT. Maintain and manage proper communication and escalation requests to and from the help desk team, other technology teams, and IT Leaders. What You'll Bring Associate / Technical degree or Equivalent experience At least 3-4 years of help desk experience Experience leading helpdesk support staff Proficient in Microsoft Office suite, Google Workplace, ERP systems and Windows 7-11 Proficient with DNS/DHCP, Client VPN Experience with Active Directory, ticketing systems, Windows, OSX Strong verbal and written communication skills Excellent organization and people skills Project Management ITIL experience preferred Working Environment and Physical Demands The following are representative of the typical working environment and physical demands of this position. To successfully perform the essential functions of this job, you will be required to: Sit/stand at a desk for prolonged periods, primarily sedentary work Communicate with others to exchange information Operate standard office equipment that may require repetitive motions of the wrists, hands, and/or fingers Perform tasks that require bending, reaching, pushing, pulling, lifting, and carrying to move objects May require occasional business travel What We Offer The salary range for this role is $60,000 - $70,000 however, Packsize considers several factors when determining compensation when extending a job offer, including but not limited to, the role being offered, the associated responsibilities, the candidate's prior work experience, education/training, and any special skills. If this role excites you but you don't meet each requirement listed, we encourage you to apply anyway. At Packsize, we welcome applicants of all backgrounds and experiences and understand that the best candidates may come from the most unlikely of places. Packsize is an Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, Packsize policy of equal employment opportunity prohibits discrimination on the basis of race or ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran's status, status as a qualified person with a disability, or genetic information. Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities and protected veterans are strongly encouraged to apply. Reasonable accommodations in the application process will be provided to qualified individuals with disabilities.