IT Support Manager, Help Desk Hybrid

About the role

At ID Logistics, we foster a dynamic and inclusive work environment where every team member is welcomed and valued. We are a leading global 3PL transportation organization with over 35,000 employees in over 400 sites across 18 countries. Our commitment to customer service excellence and operational excellence sets us apart.

Responsibilities

• Lead, mentor, and manage a geographically dispersed team of IT Service Desk/Warehouse Support team members, 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 support team 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 IT Support 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.
• Strategically plan for IT support, aligning with the company's goals and objectives.
• Implement best practices and innovative solutions to enhance the efficiency and effectiveness of IT Support.
• Collaborate with other departments to ensure seamless support for cross-functional initiatives.
• Generate and analyze reports on IT support 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 IT support.
• Evaluate and recommend new technologies to improve support services.
• Ensure the IT Support team is proficient with current tools and technologies.

Requirements

• Minimum Qualifications: 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.