What are the responsibilities and job description for the Team Lead, IT Services position at Interfor?
Team Lead, IT Services, Peachtree City,
When you join our team as a Team Lead, IT Services, you will be responsible for building and developing a high-performing IT support team, ensuring service excellence, and driving continuous improvement. The ideal candidate has a proven track record of leadership, a passion for team development, and a commitment to delivering exceptional IT support.
This role will require you to go into our regional corporate office in Peachtree City, and travel to our locations in the US and Canada as needed to provide support to our mills.
What You’ll Do
Leadership & Team Development
Interfor is a growth-oriented forest products company, operating in all major forest products markets across North America. We offer one of the most diverse lines of wood products to customers around the globe, produced in safety-focused, world-class facilities. We strengthen and contribute to the local economies, build value for our employees and customers, and operate with world-leading sustainable forest management practices. We are proud to produce sustainable building materials that contribute to a healthy and sustainable future. Check out www.interfor.com to learn more about our approach to sustainability.
Interfor is one of the largest forest products companies in the world and we’re growing in exciting directions. Come be a part of our success! #StartHereGoFar
What We Offer
Interfor builds value for our employees by providing a career where they can contribute, grow, and prosper. We offer a competitive salary, based both on what you bring to the role and benchmarked to market conditions. You’ll also get a competitive benefits package including:
We appreciate the interest of all applicants, however, only those selected for an interview will be contacted. All applicants offered a position must successfully complete a pre-employment drug test and background check. Interfor is an Equal Opportunity Employer building a capable, committed, diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual identity, gender, national origin, protected veteran status, or disability.
When you join our team as a Team Lead, IT Services, you will be responsible for building and developing a high-performing IT support team, ensuring service excellence, and driving continuous improvement. The ideal candidate has a proven track record of leadership, a passion for team development, and a commitment to delivering exceptional IT support.
This role will require you to go into our regional corporate office in Peachtree City, and travel to our locations in the US and Canada as needed to provide support to our mills.
What You’ll Do
Leadership & Team Development
- Lead, mentor, and develop a growing Service Desk and Field Support team, fostering a culture of accountability, learning, and excellence.
- Establish clear expectations, provide ongoing coaching, and support career growth within the team.
- Act as a role model by demonstrating strong leadership, decision-making, and problem-solving skills.
- Identify and address team skill gaps, ensuring continuous learning and professional development.
- Oversee the end-to-end management of IT support requests, incidents, and escalations, ensuring service levels and response times meet or exceed expectations.
- Drive process improvements to enhance the efficiency, quality, and effectiveness of Service Desk operations.
- Develop and maintain escalation workflows, ensuring seamless communication and resolution of complex issues.
- Work collaboratively with IT leadership and stakeholders to ensure IT support aligns with business needs.
- Monitor and analyze key performance indicators (KPIs), trends, and ticket data to identify areas for service improvement.
- Champion continuous service improvement by refining processes, implementing automation, and optimizing workflows.
- Oversee and enhance the Knowledge Base, ensuring up-to-date, high-quality documentation is available for both the team and end users.
- Act as the primary escalation point for urgent and complex support issues.
- Manage the communication process for outages and emergency IT incidents, ensuring timely updates to stakeholders.
- Oversee hardware and software procurement, licensing compliance, and asset management.
- Manage ServiceNow administration, ensuring effective ticketing, reporting, and workflow automation.
- Ensure IT support tools, infrastructure, and remote assistance platforms are optimized for efficiency.
- Coordinate and participate in after-hours support scheduling and ensure proper coverage.
- Travel to other Interfor offices as needed to support team operations and build relationships.
- 5-10 years of experience in a Service Desk, Team leader, or similar role.
- Post-secondary education in a technical field (or equivalent work experience).
- Proven experience in leadership roles, managing teams, projects, and service delivery.
- Industry certifications (Microsoft, ITIL, ServiceNow, or equivalent) are an asset.
- Strong ability to lead, motivate, and develop a growing team, ensuring a high standard of service delivery.
- Proven experience in mentoring, coaching, and career development within an IT support environment.
- Demonstrated ability to set a vision for the team and implement strategies to improve service quality and efficiency.
- In-depth knowledge of Microsoft products, networks, and enterprise IT environments.
- Experience managing ServiceNow or similar IT service management (ITSM) platforms.
- Familiarity with ITIL best practices and the ability to apply them effectively.
- Strong problem-solving skills with the ability to prioritize, make decisions, and handle escalations effectively.
- Excellent interpersonal and communication skills, with the ability to interact professionally at all levels.
- Strong ability to translate technical information into clear, actionable guidance for both team members and business users.
- Ability to work effectively in a fast-paced, collaborative environment, balancing multiple priorities.
Interfor is a growth-oriented forest products company, operating in all major forest products markets across North America. We offer one of the most diverse lines of wood products to customers around the globe, produced in safety-focused, world-class facilities. We strengthen and contribute to the local economies, build value for our employees and customers, and operate with world-leading sustainable forest management practices. We are proud to produce sustainable building materials that contribute to a healthy and sustainable future. Check out www.interfor.com to learn more about our approach to sustainability.
Interfor is one of the largest forest products companies in the world and we’re growing in exciting directions. Come be a part of our success! #StartHereGoFar
What We Offer
Interfor builds value for our employees by providing a career where they can contribute, grow, and prosper. We offer a competitive salary, based both on what you bring to the role and benchmarked to market conditions. You’ll also get a competitive benefits package including:
- Group Benefit Programs (Employee Medical, Dental, Vision Plans)
- Short Term Disability Insurance
- Long Term Disability Insurance
- Life and AD&D Insurance
- Optional (Employee Paid) Life Insurance
- HSA Medical Plan with Employer Match
- Supplemental Insurance (Accident, Hospital & Critical Illness)
- 401(k) Matching Plan
- Participation in our Employee Share Purchase Plan (ESPP)
- Participation in our Short-Term Incentive Plan (STIP)
- Paid Vacation
- Employee Assistance Program
We appreciate the interest of all applicants, however, only those selected for an interview will be contacted. All applicants offered a position must successfully complete a pre-employment drug test and background check. Interfor is an Equal Opportunity Employer building a capable, committed, diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual identity, gender, national origin, protected veteran status, or disability.
