IT Help Desk Lead (Onsite-Charlotte, NC)

Description

As the pioneer and innovator of Quartz Surfacing solutions, Caesarstone sparked a revolution in the global market for countertops. As we continue to transform the surface industry through quality, passion and hard work, we are committed to building empowered teams and delivering a second-to-none customer experience.

 Caesarstone proudly maintains a leading presence in more than 50 countries, with our global head office in Israel, along with four state-of-the-art manufacturing plants in the USA, Israel, and India. With our North American headquarters in Charlotte, NC, our teams reach across multiple regions across the USA and Canada.

 At Caesarstone, we believe our employees are the backbone of our company. We are committed to hiring team members who are creative, innovative, dedicated and disciplined. We are a thriving company with a variety of career opportunities seeking forward-thinking professionals to join our team. We offer exceptional benefits, competitive salaries, and a compassionate and collaborative company culture. Come join our team!

OVERVIEW

The IT Help Desk Team Lead is responsible for overseeing the US-based IT Help Desk team, providing hands-on support, and ensuring the delivery of high-quality technical services. This role requires a hands-on professional who can effectively oversee day-to-day operations, resolve technical challenges, and foster collaboration across the team. The IT Help Desk Team Lead will act as the primary point of contact for escalated issues, ensuring alignment with organizational IT standards and objectives under the guidance of the IT Manager.

PRIMARY RESPONSIBILITIES

Team Leadership

· Lead & mentor the local IT Help Desk team to ensure high performance

· Coordinate work assignments, prioritize tasks, and monitor the team’s performance to meet service-level agreements (SLAs)

· Promote a collaborative and solutions-focused team culture while maintaining clear communication with the IT Manager and other stakeholders.

Technical Support & Troubleshooting

· Serve as the primary escalation point for complex technical issues that the team cannot resolve.

· Provide hands-on troubleshooting and support for hardware, software, network and system-related incidents

· Oversee the deployment, configuration, and maintenance of IT equipment and software for end users.

Operational Management

· Monitor and analyze team performance metrics to identify areas for improvement and implement solutions

· Coordinate IT support for projects, new implementations, and organizational changes.

Collaboration & Communication

· Act as a liaison between the US IT team and the IT Manager to ensure consistent communication and alignment of goals.

· Partner with cross-functional teams to understand and address their IT needs and Challenges

· Participate in regular meetings with the IT Manager to provide updates on team performance, ongoing issues, and upcoming initiatives.

Training & Documentation

· Maintain & update training materials, SOPs and documentation to enhance team knowledge and performance.

· Ensure team members are trained on new technologies and systems as they are implemented.

Requirements

· Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).

· Minimum of 5 years of experience in IT support, with at least 2 years in a leadership or supervisory role.

· Strong leadership and team-building abilities, with experience overseeing a local team.

· Excellent problem-solving and analytical skills, with the ability to handle high-pressure situations effectively.

· In-depth knowledge of IT systems, networking, hardware and software troubleshooting.

· Exceptional interpersonal and communication skills, with the ability to explain technical concepts to non-technical users.

· Strong organizational skills, with a focus on prioritization and time management.

· Proficiency with IT tools, systems, and platforms (e.g., Windows, Active Directory, Microsoft 365, MDM, networking equipment).

· Familiarity with ITIL processes and service management tools is a plus.

Working Conditions

• This role requires the ability to work flexible hours to address critical issues or meet deadlines
• Manual dexterity required to use desktop computer and peripherals
• Lifting or moving up to 50lbs may be required

The base salary for this role is between $65,000 to $75,000.

During the interview process, total compensation will be determined in alignment with market data, team equity, and the experience & capabilities of each candidate.

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