IT Help Desk Lead

We are looking to hire an IT Help Desk Lead to spearhead technical assistance and support related to computer systems, hardware, and software. They coordinate and execute service inquiries, diagnose and troubleshoot problems, and escalate issues as needed to ensure timely resolution. The IT Help Desk Lead involves on-site support to end-users, requiring excellent communication skills and a customer-oriented approach. This position will require a proactive leader overseeing the workload and coordination of a help desk team in a dynamic and around-the-clock manufacturing environment. This position will work out of the manufacturing plant located in White, Georgia. 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Provide clear direction to the help desk team, ensuring proper workload distribution and assignment of responsibilities across various shifts.
• Collaborate with the IT Manager to provide feedback on team performance. Recognize outstanding contributions and identify team members who require additional support or training to enhance productivity.
• Monitor team KPIs to ensure high service standards. Take the lead in troubleshooting and resolving issues when not in a supervisory role, setting a high standard of service excellence and hands-on leadership.
• Adjust personal work schedule as necessary to provide leadership during night shifts or at critical times, ensuring 24/7 coverage and operational consistency.
• Work closely with management to determine the best course of action for team members who are unable to meet performance expectations.
• Provide first-line support for plant operations, including assistance with robots, complex machinery, network issues, infrastructure, and applications. Ensure efficient communication and escalation processes are in place to resolve issues swiftly.
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Assist computer and system users.
• Proactively identify potential talent within the Help Desk team and implement training and development initiatives to prepare them for advanced roles within the infrastructure and application teams.
• The Help Desk Lead should foster a culture of growth and continuous learning, ensuring team members are equipped with the skills and knowledge necessary for their next career steps.
• Maintain daily performance of computer systems.
• Walk customer through problem-solving process.
• Install, modify, and repair end user computing hardware and software.
• Management of devices including inventory, maintenance, and cleaning.
• Run diagnostic programs to resolve problems.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Install computer peripherals for users.
• Follow up with customers to ensure issue has been resolved.
• Gain feedback from customers about computer usage.
• Work is generally in an office but work outside of the office in hot areas may be required.
• Physically able to lift and move computers and printers.
• Other duties as assigned.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Proven experience in a help desk or technical support lead role, preferably in a manufacturing or industrial setting.
• Strong leadership skills with the ability to manage and motivate a team indirectly.
• Excellent problem-solving skills and the ability to prioritize effectively under pressure.
• Experience in managing operations across multiple shifts.
• Strong communication and interpersonal skills, capable of working effectively with various departments and team members.
• Technical proficiency with IT systems relevant to manufacturing environments, including network management and support for industrial automation.
• Ability to provide hands-on support and lead by example in resolving technical issues.
• Good working knowledge of end user technology.
• Basic understanding of Servers, TCP/IP, LAN/WAN connectivity.
• Familiar with helpdesk ticketing systems and SLAs.
• Knowledge of ManageEngine Desktop Central a plus.
• Basic Print Server connectivity/setup on desktop sessions.
• Must be able and willing to work night shift (8 pm – 8 am) and weekends.
• Wyse/Dell thin client support preferred but not required.
• Knowledge of VMWare Carbon Black and Cisco Prime Infrastructure preferred but not required.
• Knowledge of SOTI MDM for iPad/iPhone and Handheld Computer/Scanner management.
• Knowledge of Ivanti Avalanche for Legacy scanner management. 
• Open to working 8:00AM - 5:00PM and be open to adjusting the work schedule and hours to accommodate the business needs of the manufacturing plant. 

EDUCATION and/or EXPERIENCE

Associate's degree in Computer Science, Information Technology, or a related field is required. A Bachelor's degree in these fields is preferred. Substantial professional experience (typically 5 years) in IT support, help desk operations, or a related area may be considered as a substitute for formal education.

Demonstrated ability to lead a help desk team, manage workloads effectively, and ensure high levels of customer service and support.

WE OFFER

• Medical, Dental, and Vision insurance for you and your dependents, effective from your first day
• 401(k) Retirement Plan with a competitive company match
• Paid Vacation – 11 days earned in your first year, with an additional day added each subsequent year
• Paid Holidays – 12 days per year
• Paid Sick Leave – 40 hours earned for the first year
• Profit-Sharing
• Annual performance merit increases
• Employee tire discount after two months of employment

EQUAL EMPLOYMENT OPPORTUNITIES POLICY

Toyo/Nitto provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Toyo Tire Holdings of Americas, Inc values the contribution each employee brings to our organization. The starting pay will vary based on a number of factors, including, but not limited to education and experience within the job and/or industry. The salary range listed is what we reasonably expect to compensate generally for candidates that meet the specified qualifications and requirements listed on the specific job description. We provide a competitive compensation package along with a robust benefits program to meet your needs.