Job ID: GEM-14776
Location: Deerfield Beach, Florida, USA
Employment Type: Full-Time
Job Description Essential Duties and Responsibilities Leadership & Team Management
Assist in developing HelpDesk staff, ensuring they receive structured training, clear daily tasks, and regular performance feedback
Establish and enforce escalation procedures that empower team members while maintaining appropriate oversight
Foster a culture of continuous improvement and accountability
ITIL Implementation & Process Improvement
Document, implement, and refine ITIL-aligned processes and procedures for incident management, change management, and service delivery
Define and monitor Service Level Agreements (SLAs) for all support categories (break-fix, onboarding, replacements, etc.)
Develop and maintain knowledge management systems to reduce resolution times and improve first-call resolution rates
Performance Monitoring & Analytics
Establish, track, and report on key performance metrics (KPIs) such as ticket resolution time, customer satisfaction, SLA compliance, and team productivity
Conduct weekly and monthly analytics reviews to identify trends, bottlenecks, and improvement opportunities
Share accountability for maintaining performance standards across both HelpDesk and project-related work
Inventory & Asset Management
Audit, add, update, and decommission IT assets in the inventory management system
Monitor and maintain adequate "in-stock" levels of critical components and equipment
Assist with procurement efforts and vendor management
Support IT onboarding and computer replacement workflows to meet defined SLAs
Technical Support & Ticket Management
Actively participate in the HelpDesk queue, handling and resolving support tickets to maintain team-level performance metrics
Document and maintain accurate, complete records of all trouble tickets, requests, and projects in the ticketing system
Troubleshoot and resolve escalated technical issues from HelpDesk team members
Support proprietary inventory and order fulfillment software operations
Stakeholder Engagement
Train end users on equipment and software functionality, reducing support burden and improving user adoption
Respond to incoming support requests and inquiries from all organizational levels
Participate in weekly, monthly, and annual organizational meetings to align IT operations with business objectives
In addition to the above responsibilities, this individual is held accountable for all other duties as assigned.
Required Qualifications
3+ years of HelpDesk or IT support experience
Experience supporting multi-site environments
Demonstrated knowledge of ITIL framework and best practices
Experience with ticketing systems and IT asset management platforms (Freshservice a plus)
Strong analytical skills with the ability to interpret performance data and drive continuous improvement
Excellent leadership, communication, and interpersonal skills
Proficiency in Windows and Mac environments
Preferred Qualifications
ITIL Foundation certification or higher
Experience with ServiceNow or similar enterprise ticketing platforms
Background in SLA development and performance metrics management
Project management experience
AS400 Experience desired but not required
Work Schedule Hybrid Schedule, working 2 days minimum at the office/branch a week.
Physical Demands
Sedentary – Lifting 0-10 pounds Occasional
Light Lifting – 10-20 pounds Occasional
Moderate Lifting – 20 to 50 pounds Occasional
Heavy Lifting – 50 to 100 pounds Never
Pulling/Pushing, Carrying Occasional
Reaching or working above shoulder Occasional
Walking Occasional
Standing Occasional
Sitting Frequent
Stooping Never
Kneeling Never
Repeated Bending Never
Climbing Never
Desk Work/Computer use/Telephone use Constant
Operating a motor vehicle Never
Operating a commercial vehicle Never
Operating warehouse equipment, forklift, baseloid lift etc Never
Other – Talk, Drive, visit customers etc. Never
EEO Statement Watsco and its subsidiaries are an Equal Opportunity Employer and do not discriminate on the basis of age, color , race, religion, disability, sex, or national origin. We support a diverse and inclusive workplace where we employ, retain, terminate, and otherwise treat all employees and job applicants on the basis of merit, qualifications and competence.
Requirements We are seeking an experienced IT Helpdesk Lead to lead our support operations and drive the maturation of our IT service delivery capabilities. This strategic leadership role combines hands‑on technical support with team management, process optimization, and ITIL best‑practice implementation. The ideal candidate will establish scalable processes, mentor a growing team, and ensure consistently high service levels while maintaining a balance between operational excellence and project delivery.
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Location: Deerfield Beach, Florida, USA
Employment Type: Full-Time
Job Description Essential Duties and Responsibilities Leadership & Team Management
Assist in developing HelpDesk staff, ensuring they receive structured training, clear daily tasks, and regular performance feedback
Establish and enforce escalation procedures that empower team members while maintaining appropriate oversight
Foster a culture of continuous improvement and accountability
ITIL Implementation & Process Improvement
Document, implement, and refine ITIL-aligned processes and procedures for incident management, change management, and service delivery
Define and monitor Service Level Agreements (SLAs) for all support categories (break-fix, onboarding, replacements, etc.)
Develop and maintain knowledge management systems to reduce resolution times and improve first-call resolution rates
Performance Monitoring & Analytics
Establish, track, and report on key performance metrics (KPIs) such as ticket resolution time, customer satisfaction, SLA compliance, and team productivity
Conduct weekly and monthly analytics reviews to identify trends, bottlenecks, and improvement opportunities
Share accountability for maintaining performance standards across both HelpDesk and project-related work
Inventory & Asset Management
Audit, add, update, and decommission IT assets in the inventory management system
Monitor and maintain adequate "in-stock" levels of critical components and equipment
Assist with procurement efforts and vendor management
Support IT onboarding and computer replacement workflows to meet defined SLAs
Technical Support & Ticket Management
Actively participate in the HelpDesk queue, handling and resolving support tickets to maintain team-level performance metrics
Document and maintain accurate, complete records of all trouble tickets, requests, and projects in the ticketing system
Troubleshoot and resolve escalated technical issues from HelpDesk team members
Support proprietary inventory and order fulfillment software operations
Stakeholder Engagement
Train end users on equipment and software functionality, reducing support burden and improving user adoption
Respond to incoming support requests and inquiries from all organizational levels
Participate in weekly, monthly, and annual organizational meetings to align IT operations with business objectives
In addition to the above responsibilities, this individual is held accountable for all other duties as assigned.
Required Qualifications
3+ years of HelpDesk or IT support experience
Experience supporting multi-site environments
Demonstrated knowledge of ITIL framework and best practices
Experience with ticketing systems and IT asset management platforms (Freshservice a plus)
Strong analytical skills with the ability to interpret performance data and drive continuous improvement
Excellent leadership, communication, and interpersonal skills
Proficiency in Windows and Mac environments
Preferred Qualifications
ITIL Foundation certification or higher
Experience with ServiceNow or similar enterprise ticketing platforms
Background in SLA development and performance metrics management
Project management experience
AS400 Experience desired but not required
Work Schedule Hybrid Schedule, working 2 days minimum at the office/branch a week.
Physical Demands
Sedentary – Lifting 0-10 pounds Occasional
Light Lifting – 10-20 pounds Occasional
Moderate Lifting – 20 to 50 pounds Occasional
Heavy Lifting – 50 to 100 pounds Never
Pulling/Pushing, Carrying Occasional
Reaching or working above shoulder Occasional
Walking Occasional
Standing Occasional
Sitting Frequent
Stooping Never
Kneeling Never
Repeated Bending Never
Climbing Never
Desk Work/Computer use/Telephone use Constant
Operating a motor vehicle Never
Operating a commercial vehicle Never
Operating warehouse equipment, forklift, baseloid lift etc Never
Other – Talk, Drive, visit customers etc. Never
EEO Statement Watsco and its subsidiaries are an Equal Opportunity Employer and do not discriminate on the basis of age, color , race, religion, disability, sex, or national origin. We support a diverse and inclusive workplace where we employ, retain, terminate, and otherwise treat all employees and job applicants on the basis of merit, qualifications and competence.
Requirements We are seeking an experienced IT Helpdesk Lead to lead our support operations and drive the maturation of our IT service delivery capabilities. This strategic leadership role combines hands‑on technical support with team management, process optimization, and ITIL best‑practice implementation. The ideal candidate will establish scalable processes, mentor a growing team, and ensure consistently high service levels while maintaining a balance between operational excellence and project delivery.
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