Helpdesk Lead

Location: Sarasota on-site

Department: IT

Reports To: IT Manager

Job Type: Full-Time

Experience Required: Minimum 2 years in a leadership role; 3-5 years in IT support

In-office role (Sarasota, FL) - 5 days/week. Only on-site candidates will be considered.

The Helpdesk Lead is responsible for overseeing the daily operations of the IT helpdesk team, ensuring timely and effective resolution of technical issues, and maintaining high levels of customer satisfaction. This role combines hands-on technical support with leadership responsibilities, including mentoring team members, managing ticket workflows, and coordinating with other IT departments.

Additionally, this position includes responsibilities in Asset, Vendor, and Contract Management, ensuring the lifecycle of organizational assets is tracked and optimized, vendor relationships are maintained, and contracts are properly negotiated, documented, and monitored.

• Supervise and mentor helpdesk staff, providing guidance and performance feedback.
• Assign and prioritize support tickets to ensure timely resolution.
• Monitor helpdesk metrics (e.g., response time, resolution time, customer satisfaction).
• Develop and maintain standard operating procedures and knowledge base articles.
• Provide Tier II/III support for escalated technical issues.
• Troubleshoot hardware, software, and network problems across various platforms.
• Ensure proper documentation of incidents, resolutions, and system changes.
• Support onboarding/offboarding processes, including account setup and equipment provisioning.
• Identify trends in support requests and recommend process or system improvements.
• Generate regular reports on helpdesk performance and present findings to IT leadership.
• Assist in the selection and implementation of helpdesk tools and technologies.

• Maintain a centralized inventory of IT and operational assets using asset management tools.
• Track asset lifecycle from procurement to disposal, including warranty and depreciation.
• Ensure compliance with software licensing and hardware usage policies.
• Conduct regular audits and generate reports on asset utilization and status.

• Develop and maintain strong relationships with vendors and service providers.
• Evaluate vendor performance using KPIs and service level agreements (SLAs).
• Coordinate vendor onboarding, due diligence, and compliance documentation.
• Support procurement processes and vendor negotiations.
• Draft, review, and manage contracts for IT services, equipment, and software.
• Track contract terms, renewal dates, and compliance requirements.
• Maintain a digital repository of all contracts and related documentation.
• Collaborate with legal and finance teams to ensure contract accuracy and alignment with policies.

Education:

• Associate's or Bachelor's degree in Business Administration, Information Technology, Supply Chain, or related field.

Experience:

• 3-5 years of experience in IT support, with at least 1-2 years in a leadership or supervisory role.
• 2+ years of experience in asset management, vendor relations, or contract administration.

Certifications (Preferred):

• CompTIA A+, Network+
• ITIL Foundation
• Microsoft Certified: Modern Desktop Administrator

• Strong analytical and problem-solving skills.
• Excellent written and verbal communication.
• Ability to manage multiple priorities and work independently.
• Knowledge of Windows, macOS, Microsoft 365, and networking fundamentals.
• Experience with ticketing systems (e.g., ServiceNow, Zendesk, Freshservice).
• Proficiency with asset and contract management tools (e.g., ServiceNow, SAP, Coupa).
• Experience with remote support tools and mobile device management (MDM).
• Familiarity with ITIL or other service management frameworks.

• On-site or hybrid depending on organizational needs.
• May require occasional after-hours support or on-call availability.
• Performs work under general supervision.