Help Desk Analyst Lead - Deerfield Beach
22 hours ago
Job description
Essential Duties and Responsibilities
Leadership & Team Management
- Assist in developing HelpDesk staff, ensuring they receive structured training, clear daily tasks, and regular performance feedback
- Establish and enforce escalation procedures that empower team members while maintaining appropriate oversight
- Foster a culture of continuous improvement and accountability
ITIL Implementation & Process Improvement
- Document, implement, and refine ITIL-aligned processes and procedures for incident management, change management, and service delivery
- Define and monitor Service Level Agreements (SLAs) for all support categories (break-fix, onboarding, replacements, etc.)
- Develop and maintain knowledge management systems to reduce resolution times and improve first-call resolution rates
Performance Monitoring & Analytics
- Establish, track, and report on key performance metrics (KPIs) such as ticket resolution time, customer satisfaction, SLA compliance, and team productivity
- Conduct weekly and monthly analytics reviews to identify trends, bottlenecks, and improvement opportunities
- Share accountability for maintaining performance standards across both HelpDesk and project-related work
Inventory & Asset Management
- Audit, add, update, and decommission IT assets in the inventory management system
- Monitor and maintain adequate "in-stock" levels of critical components and equipment
- Assist with procurement efforts and vendor management
- Support IT onboarding and computer replacement workflows to meet defined SLAs
Technical Support & Ticket Management
- Actively participate in the HelpDesk queue, handling and resolving support tickets to maintain team-level performance metrics
- Document and maintain accurate, complete records of all trouble tickets, requests, and projects in the ticketing system
- Troubleshoot and resolve escalated technical issues from HelpDesk team members
- Support proprietary inventory and order fulfillment software operations
Stakeholder Engagement
- Train end users on equipment and software functionality, reducing support burden and improving user adoption
- Respond to incoming support requests and inquiries from all organizational levels
- Participate in weekly, monthly, and annual organizational meetings to align IT operations with business objectives
In addition to the above responsibilities, this individual is held accountable for all other duties as assigned.
Required Qualifications
- 3+ years of HelpDesk or IT support experience,
- Experience supporting multi-site environments
- Demonstrated knowledge of ITIL framework and best practices
- Experience with ticketing systems and IT asset management platforms (Freshservice a plus)
- Strong analytical skills with the ability to interpret performance data and drive continuous improvement
- Excellent leadership, communication, and interpersonal skills
- Proficiency in Windows and Mac environments
Preferred Qualifications
- ITIL Foundation certification or higher
- Experience with ServiceNow or similar enterprise ticketing platforms
- Background in SLA development and performance metrics management
- Project management experience
- AS400 Experience desired but not required
Work Schedule: Hybrid Schedule, working 2 days minimum at the office/branch a week.
Physical Demands-Demand Frequency
Sedentary – Lifting 0-10 pounds Occasional
Light Lifting – 10-20 pounds Occasional
Moderate Lifting – 20 to 50 pounds Occasional
Heavy Lifting – 50 to 100 pounds Never
Pulling/Pushing, Carrying Occasional
Reaching or working above shoulder Occasional
Walking Occasional
Standing Occasional
Sitting Frequent
Stooping Never
Kneeling Never
Repeated Bending Never
Climbing Never
Desk Work/Computer use/Telephone use Constant
Operating a motor vehicle Never
Operating a commercial vehicle Never
Operating warehouse equipment, forklift, baseloid lift etc Never
Other – Talk, Drive, visit customers etc. Never
EEO Statement
Watsco and its subsidiaries are an Equal Opportunity Employer and do not discriminate on the basis of age, color , race, religion, disability, sex, or national origin. We support a diverse and inclusive workplace where we employ, retain, terminate, and otherwise treat all employees and job applicants on the basis of merit, qualifications and competence.
We are seeking an experienced IT Helpdesk Lead to lead our support operations and drive the maturation of our IT service delivery capabilities. This strategic leadership role combines hands-on technical support with team management, process optimization, and ITIL best-practice implementation. The ideal candidate will establish scalable processes, mentor a growing team, and ensure consistently high service levels while maintaining a balance between operational excellence and project delivery.
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