IT Help Desk Technician Lead

Apply now: IT Help Desk Technical Lead, location is Warren, RI & Fall River, MA (Onsite). The start date is ASAP for this permanent position.

Job Title: IT Help Desk Technical Lead

Location-Type: Onsite (5 days/week; split between Warren, RI & Fall River, MA)

Start Date Is: ASAP

Duration: Permanent

Compensation Range: $100k-110K

Job Description:

Our client is seeking a hands-on IT Help Desk Leader to modernize and transform a legacy support function into a forward-thinking, scalable service organization. This role is ideal for someone who thrives in both technical execution and team leadership , with a strong focus on customer service and operational improvement .

This is a high-impact role with growth potential into broader IT leadership.

Day-to-Day Responsibilities:

• Lead and manage a team of 3 helpdesk technicians
• Provide hands-on support including:
  • User account management, password resets, and access issues
  • Laptop setup and troubleshooting
  • Printers, label makers, and hardware support
• Act as escalation point for complex technical issues
• Support users across office and manufacturing floor environments
• Drive transformation initiatives:
  • Migrate from Zendesk to Jira (or similar ticketing systems)
  • Implement asset management processes (currently spreadsheet-based)
  • Establish SLAs and improve service delivery standards
• Monitor and improve helpdesk workflows and performance
• Participate in on-call rotation (24/7 coverage once every 6 weeks)

Requirements:

Must-Haves:

• 5 years of IT support / helpdesk experience
• 1 years of experience managing or leading technical teams
• Strong hands-on experience with Microsoft technologies:
  • Entra ID
  • Intune
  • Active Directory
• Experience with user/device support (laptops, printers, accounts)
• Proven ability to balance hands-on work with leadership responsibilities
• Strong communication and interpersonal skills
• Comfortable working in a manufacturing environment (loud, PPE required)

Nice-to-Haves:

• Experience in manufacturing, telecom, or similar frontline environments
• Experience with ticketing system migrations (Zendesk Jira or similar)
• Familiarity with Jira
• Experience implementing asset management systems
• Experience establishing SLAs and service processes

This role is eligible to enroll in both Mondo's health insurance plan and retirement plan. Mondo defers to the applicable State or local law for paid sick leave eligibility.