IT Helpdesk Team Lead

Knix is an award-winning intimate apparel and activewear brand that is re-inventing intimates for real life. Through our innovative products and our engaged community, we are empowering people everywhere to be unapologetically free. Launched in 2013, we are one of the fastest-growing intimate apparel brands in North America and are globally recognized as an innovator within the apparel space. We reach over 3 million customers through our online stores, Knix retail locations across North America and channels such as wholesale and Amazon. We are revolutionizing the apparel industry with our best-in-class customer experience, innovative products and brands Knix and Kt by Knix. Come join us if you are looking for a purpose-driven and authentic career!

The IT Helpdesk Team Lead is responsible for providing leadership, guidance, and mentorship to a team of Helpdesk Technicians. This role will oversee the daily operations of the help desk, ensuring timely and effective resolution of IT issues for end-users. The Team Lead will also play a key role in process improvement, knowledge management, and fostering a positive and collaborative team environment.

Responsibilities:

• Supervise and mentor a team of Helpdesk Technicians, including assigning tasks, monitoring performance, and providing regular feedback.
• Oversee the daily operations of the help desk, ensuring adherence to service level agreements (SLAs) and efficient resolution of end-user issues.
• Act as an escalation point for complex or unresolved technical issues, providing timely and effective solutions.
• Develop and maintain knowledge base articles, documentation, and training materials to improve team efficiency and self-service capabilities.
• Identify recurring issues and trends, and work with the IT team to implement permanent solutions.
• Contribute to the development and improvement of help desk processes and procedures.
• Monitor and analyze help desk metrics to identify areas for improvement and track team performance.
• Assist with the onboarding and training of new Helpdesk Technicians.
• Stay up-to-date on the latest IT trends and technologies.
• Foster a positive and collaborative team environment.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 3+ years of experience in an IT help desk environment.
• 1+ years of experience in a team lead or supervisory role.
• Strong understanding of ITIL best practices.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work independently and as part of a team.
• Experience with help desk ticketing systems and remote support tools.
• CompTIA A+, Network+, CCNA certifications are a plus.

How we Hire

Our people are what make Knix, Knix! Our people are passionate and have a strong belief in our mission. Our people are naturally curious and ambitious by nature. Employees feel respected and supported at Knix. We take an inclusive and equitable approach offering the same interview experience to every candidate we meet with. Knix is an equal opportunity employer, we celebrate everyone and their intersecting identities. We know and believe that diverse and inclusive teams empower us to make better decisions and inspire innovation so that we can better serve our customers and community. We are committed to providing reasonable accommodations and will work with you to meet your needs. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out! We celebrate our inclusive work environment and welcome members of all backgrounds and perspectives to apply.