Helpdesk Lead
$90,000–$115,000 year
On-site · Sarasota, Florida, United States
Job Summary
Lead day-to-day IT helpdesk operations, provide escalated technical support, and ensure high service delivery. Manage IT assets, vendor relationships, and contracts while collaborating with cross-functional teams to drive operational efficiency and continuous improvement. Supervise and mentor helpdesk staff, prioritize tickets, monitor metrics, develop SOPs and knowledge base articles, and provide Tier II/III support. Oversee asset lifecycle, software licensing/compliance, vendor onboarding and negotiations, contract drafting/management, and reporting to IT leadership. Partner with legal/finance to ensure contract accuracy and alignment with policies; drive process improvements and ensure consistent, high-quality support across the organization.
Required Qualifications
- Associate’s or Bachelor’s degree in Business Administration, Information Technology, Supply Chain, or related field
- 3–5 years of experience in IT support, with at least 1–2 years in a leadership or supervisory role
- 2+ years of experience in asset management, vendor relations, or contract administration
- Certifications (Preferred): CompTIA A+, Network+, ITIL Foundation, Microsoft Certified: Modern Desktop Administrator
- Strong analytical and problem-solving skills
- Excellent written and verbal communication
- Ability to manage multiple priorities and work independently
- Knowledge of Windows, macOS, Microsoft 365, and networking fundamentals
- Experience with ticketing systems (e.g., ServiceNow, Zendesk, Freshservice)
- Proficiency with asset and contract management tools (e.g., ServiceNow, SAP, Coupa)
- Experience with remote support tools and mobile device management (MDM)
- Familiarity with ITIL or other service management frameworks
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