What are the responsibilities and job description for the IT Help Desk Lead (Onsite-Charlotte, NC) position at Caesarstone Ltd. - Corporate?
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
During the interview process, total compensation will be determined in alignment with market data, team equity, and the experience & capabilities of each candidate.
Caesarstone US provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Caesarstone US complies with applicable EEO state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Caesarstone US expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Caesarstone US employees to perform their expected job duties is absolutely not tolerated.
We are committed to fostering an inclusive and accessible environment. Caesarstone is an equal opportunity employer committed to diversity and inclusion and welcomes and encourages applications from people with disabilities.
Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
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.
- 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.
- Monitor and analyze team performance metrics to identify areas for improvement and implement solutions
- Coordinate IT support for projects, new implementations, and organizational changes.
- 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.
- 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.
- 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.
- 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
During the interview process, total compensation will be determined in alignment with market data, team equity, and the experience & capabilities of each candidate.
Caesarstone US provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Caesarstone US complies with applicable EEO state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Caesarstone US expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Caesarstone US employees to perform their expected job duties is absolutely not tolerated.
We are committed to fostering an inclusive and accessible environment. Caesarstone is an equal opportunity employer committed to diversity and inclusion and welcomes and encourages applications from people with disabilities.
Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
- People First: We treat each other with fairness and respect, consistently provide opportunities for growth, and health and safety are our first priority.
- Accountability: Together, we take ownership of our actions, business, and future.
- Innovation: We are committed to fresh thinking and breakthrough ideas that create value.
- Winning Spirit: We are enthusiastic and foster a ‘can-do’ attitude in striving to be No 1. We are committed to excellence and share and celebrate our achievements
Salary : $65,000 - $75,000
