IT Support Manager - Help Desk Hybrid

ID Logistics, a leading global 3PL transportation organization with over 35,000 employees across 400 sites in 18 countries, fosters a dynamic and inclusive work environment. The Manager of Support (Help Desk) leads and manages the help desk team to deliver high-quality technical support to clients and internal staff. This role oversees daily operations, develops support strategies, and ensures service level agreements are met.

Oversee daily support team operations to ensure timely and effective resolution of technical issues. Monitor the ticketing system, assign tickets, escalate as needed, and resolve within SLA guidelines. Act as an escalation point for complex or high-priority issues while maintaining IT support policies and documentation.

Lead, mentor, and manage a geographically dispersed team of IT Service Desk/Warehouse Support members, ensuring they are trained and motivated. Conduct regular performance evaluations, provide feedback, and implement strategies to improve team performance and customer satisfaction. Collaborate with other departments for seamless cross-functional support.

Develop long-term plans for IT support aligning with company goals and implement best practices for efficiency. Generate and analyze reports on performance trends, present recommendations to senior management, and use data for continuous improvement. Stay updated on technology trends and recommend tools to enhance support services.