Help Desk Analyst Lead

Job
-14776

Location:

Deerfield Beach, Florida, USA

Employment Type:

Full-Time

• Assist in developing Help Desk 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

• 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

• 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 Help Desk and project-related work

• 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

• Actively participate in the Help Desk 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 Help Desk team members
• Support proprietary inventory and order fulfillment software operations

• 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.

• 3+ years of Help Desk 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 (Fresh service 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

• ITIL Foundation certification or higher
• Experience with Service Now or similar enterprise ticketing platforms
• Background in SLA development and performance metrics management
• Project management experience
• AS400 Experience desired but not required

Hybrid Schedule, working 2 days minimum at the office/branch a week.

• 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

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.

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.