Information Technology Team Leader

Indium Corporation • New Hartford, NY • 1h ago

JOB SUMMARY: The Information Technology Team Leader is responsible for the day-to-day activities of the help desk team, ensuring timely and effective technical support for internal users. This role combines hands-on technical expertise with leadership skills to assist a team of help desk analysts in delivering exceptional customer service, resolving incidents, and maintaining system uptime.

ESSENTIAL JOB FUNCTIONS (COMPETENCIES):

Mentor and support a team of help desk technicians, ensuring high performance and professional growth

Conduct regular one-on-one mentoring and coaching sessions

Manage scheduling, workload distribution, and shift coverage

Oversee the day-to-day help desk ticket queue, ensuring prompt response and resolution

Track key performance indicators (KPIs) such as response time, resolution rates, and customer satisfaction

Escalate complex or high-priority issues to the appropriate technical teams

Foster a customer-first culture across the team

Ensure end users receive consistent, courteous, and effective support

Handle escalated complaints and follow through on resolutions

Develop and maintain help desk documentation, FAQs, and knowledge base articles

Identify recurring issues and recommend long-term solutions

Contribute to IT policies, standards, and procedures

Provide hands-on assistance with software, hardware, and network troubleshooting

Maintain expertise in the company's core systems and applications

Support onboarding/offboarding processes, user account management, and device setup

Perform other duties or special projects as assigned

REQUIREMENTS:

High school diploma or GED required; associate degree preferred

2 years of experience in IT support/help desk roles in a leadership or senior technician capacity; 4 years preferred

Experience managing ticketing systems (e.g., Jira, Service Management, ServiceNow, Zendesk, Freshdesk, etc.)

Strong knowledge of Windows/Mac OS, Active Directory, Microsoft 365, and basic networking

Excellent communication and interpersonal skills

Strong organizational and problem-solving abilities

Proven ability to manage multiple priorities in a fast-paced environment

Service-oriented mindset and ability to maintain professional demeanor under pressure

Provide own source of transportation for any local/day travel, including travel between Indium Corporation facilities

WAGE DISCLOSURE:

The salary range indicated in this posting represents the minimum and maximum of the range for the position. The actual range will vary based upon factors including, but not limited to, prior experience, knowledge, skill and education as they relate to the position's qualifications, and internal equity.

The posted salary range reflects just one component of our total rewards package. Other components include health, dental, and vision insurance, PTO, retirement plan, volunteer opportunities, paid holidays, overtime opportunities, and many more.

$20.50 per hour - $32.25 per hour

($42,500 - $67,000 annually)

Indium Corporation is an equal opportunity employer that is committed to building an innovative workforce. All qualified applicants will be given consideration without regard to race, color, religion, sex, national origin, disability status, pregnancy status, veteran status, or other legally protected characteristics.

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