IT Help Desk Technician Lead
Fallriver, MA, 02720
Reference ID: 32142402
Date Posted: 05/04/2026
Apply now: IT Help Desk Technical Lead, location is Warren, RI & Fall River, MA (Onsite). The start date is ASAP for this permanent position.
Job Title: IT Help Desk Technical Lead
Location-Type: Onsite (5 days/week; split between Warren, RI & Fall River, MA)
Start Date Is: ASAP
Duration: Permanent
Compensation Range: $100k-110K
Benefits: Health, Dental, Vision, 401k, PTO
Job Description:
Our client is seeking a hands-on IT Help Desk Leader to modernize and transform a legacy support function into a forward-thinking, scalable service organization. This role is ideal for someone who thrives in both technical execution and team leadership, with a strong focus on customer service and operational improvement.
This is a high-impact role with growth potential into broader IT leadership.
Day-to-Day Responsibilities:
- Lead and manage a team of 3 helpdesk technicians
- Provide hands-on support including:
- User account management, password resets, and access issues
- Laptop setup and troubleshooting
- Printers, label makers, and hardware support
- Act as escalation point for complex technical issues
- Support users across office and manufacturing floor environments
- Drive transformation initiatives:
- Migrate from Zendesk to Jira (or similar ticketing systems)
- Implement asset management processes (currently spreadsheet-based)
- Establish SLAs and improve service delivery standards
- Monitor and improve helpdesk workflows and performance
- Participate in on-call rotation (24/7 coverage once every 6 weeks)
Requirements:
Must-Haves:
- 5 years of IT support / helpdesk experience
- 1 years of experience managing or leading technical teams
- Strong hands-on experience with Microsoft technologies:
- Entra ID
- Intune
- Active Directory
- Experience with user/device support (laptops, printers, accounts)
- Proven ability to balance hands-on work with leadership responsibilities
- Strong communication and interpersonal skills
- Comfortable working in a manufacturing environment (loud, PPE required)
Nice-to-Haves:
- Experience in manufacturing, telecom, or similar frontline environments
- Experience with ticketing system migrations (Zendesk → Jira or similar)
- Familiarity with Jira
- Experience implementing asset management systems
- Experience establishing SLAs and service processes
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