IT Helpdesk Lead

Job Title: IT Helpdesk Lead


  • Lead the technical workload for the helpdesk team and evaluate performance
  • Ensure customer service is timely and accurate daily
  • Responsible for assuring users are provided efficient and timely first and second level support on a 7×24 basis
  • Assist with staff scheduling to ensure IT technical support coverage is effective during normal business and during special projects
  • Monitor, lead and perform staff evaluations, and disciplinary actions for Denison IT team
  • Monitor and follows up with assigned personnel to ensure timely resolution of problems
  • Maintain a central source of technical support throughout the ticketing system process
  • Make sure Technicians recover outages with minimal disruption to expected service levels
  • Develop problem escalation procedures to coordinate recovery
  • Contribute to improving customer support by actively responding to queries and handling complaints
  • Establish best practices through the entire technical support process
  • Follow up with customers to identify areas of improvement
  • Develop daily, weekly and monthly KPI metrics on helpdesk team productivity


  • Knowledge of supporting Desktop, Wide Area Network, and Local Area Network equipment
  • Work experience with leading Helpdesk Team
  • Experience with help desk and remote-control software
  • Solid technical background with an ability to give instructions to a non-technical audience
  • Apply principles of logical or scientific thinking to define problems, collect data, establish facts and draw valid conclusions
  • Knowledge of Windows Server, Azure AD, VMware VDI, Windows 10, SCCM, and Security Endpoint protection
  • Deal with people beyond giving and receiving instructions maintaining effective working relationship
  • Apply common sense understanding to carry out instructions furnished in written, oral or diagrammatic form
  • Provide and maintain customer-service while trouble shooting and problem-solving
  • Manage multiple high priority initiatives in a fast paced, highly technical environment
  • Flexible in schedule for managing across time zones
  • Ticketing System Support
  • Handles / performs functional and hierarchal escalations. Responds to inquiries in person, over the phone, or via email with customers in completing incidents or service requests

For more info and to apply, click here.

Ruiz Foods is an equal opportunity employer.
EOE: Male, Female, Vets, Disabled (M/F/V/D).
Ruiz Foods enforces a policy of maintaining a drug-free workforce, including pre-employment substance abuse testing.

El Monterey®, Tornados®, and Ruiz 4 Kids® are trademarks owned by Ruiz Food Products, Inc., registered in the United States and other countries. Artisan Bistro®, Three Bold Brothers™, and Not Your Nonna's™ are trademarks owned by Ruiz Brands LLC, registered in the United States and other countries, and licensed for use by Ruiz Food Products, Inc.