Helpdesk Lead

Job Title: Helpdesk Lead

Location: Sarasota, FL

Reports to: James Hadden

Compensation Range: $ 90000.00- $ 115000.00 annually (depending on location, experience, skills, and qualifications)

Benefits: (Comprehensive package including medical, dental, vision, 401(k) with company match, paid time off and travel opportunities)

The Ceres Commitment

Ceres Environmental Services is a leader in crisis management, rapid response, and disaster recovery, committed to rebuilding stronger, safer communities. Founded in 1976, Ceres has secured more than $3.4 billion in government-funded contracts, reflecting decades of trust in bringing hope during times of need.

We specialize in emergency response, environmental services, planning, and consulting, including debris removal, blue roofs, logistics, debris management, demolition, recycling, forest management, and coastal and marine restoration. As a licensed general contractor, we offer unparalleled expertise to restore stability where it’s needed most.

Driven by Purpose, Powered by People

At Ceres, we believe you’re more than just an employee; you’re part of a team with a purpose and a meaningful mission. Whether in management, field operations, or behind the scenes, every team member plays a vital role in restoring hope, helping communities recover and rebuild.

We value initiative, respect diversity, and give our people the freedom to lead. We offer competitive pay, travel opportunities, and a culture built on resilience and teamwork. If you show up with compassion, share the commitment, react with urgency, and deliver solutions, you’ll fit right in. We don’t just respond to challenges; we rise to them.

What We Are Looking For

We are seeking a proactive and customer-focused IT professional with strong technical expertise and leadership capabilities. The ideal candidate will have experience leading helpdesk operations, providing advanced technical support, and managing IT assets, vendor relationships, and contracts. Success in this role requires excellent problem-solving skills, strong communication, and the ability to collaborate effectively across teams while driving continuous improvement and delivering exceptional service.

What You Will Do

Helpdesk Operations

• Supervise and mentor helpdesk staff, providing guidance and performance feedback.
• Assign and prioritize support tickets to ensure timely resolution.
• Monitor helpdesk metrics (e.g., response time, resolution time, customer satisfaction).
• Develop and maintain standard operating procedures and knowledge base articles.
• Provide Tier II/III support for escalated technical issues.
• Troubleshoot hardware, software, and network problems across various platforms.
• Ensure proper documentation of incidents, resolutions, and system changes.
• Support onboarding/offboarding processes, including account setup and equipment provisioning.
• Identify trends in support requests and recommend process or system improvements.
• Generate regular reports on helpdesk performance and present findings to IT leadership.
• Assist in the selection and implementation of helpdesk tools and technologies.

Asset Management

• Maintain a centralized inventory of IT and operational assets using asset management tools.
• Track asset lifecycle from procurement to disposal, including warranty and depreciation.
• Ensure compliance with software licensing and hardware usage policies.
• Conduct regular audits and generate reports on asset utilization and status.

Vendor & Contract Management

• Develop and maintain strong relationships with vendors and service providers.
• Evaluate vendor performance using KPIs and service level agreements (SLAs).
• Coordinate vendor onboarding, due diligence, and compliance documentation.
• Support procurement processes and vendor negotiations.
• Draft, review, and manage contracts for IT services, equipment, and software.
• Track contract terms, renewal dates, and compliance requirements.
• Maintain a digital repository of all contracts and related documentation.
• Collaborate with legal and finance teams to ensure contract accuracy and alignment with policies.

Required Qualifications

• Associate’s or Bachelor’s degree in Business Administration, Information Technology, Supply Chain, or related field.

• 3–5 years of experience in IT support, with at least 1–2 years in a leadership or supervisory role.
• 2 years of experience in asset management, vendor relations, or contract administration.

Certifications (Preferred):

• CompTIA A , Network
• ITIL Foundation
• Microsoft Certified: Modern Desktop Administrator
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication.
• Ability to manage multiple priorities and work independently.
• Knowledge of Windows, macOS, Microsoft 365, and networking fundamentals.
• Experience with ticketing systems (e.g., ServiceNow, Zendesk, Freshservice).
• Proficiency with asset and contract management tools (e.g., ServiceNow, SAP, Coupa).
• Experience with remote support tools and mobile device management (MDM).
• Familiarity with ITIL or other service management frameworks.

Preferred Qualifications

• CompTIA A , Network
• ITIL Foundation
• Microsoft Certified: Modern Desktop Administrator

What to Expect

In this role, you will lead day-to-day helpdesk operations, provide escalated technical support, and ensure a high level of service delivery. You will also manage IT assets, vendor relationships, and contracts while collaborating with cross-functional teams to drive operational efficiency and continuous improvement. Success in this role requires strong leadership, technical expertise, and the ability to manage multiple priorities in a fast-paced environment.

Physical Requirements and Environment 

Ceres provides reasonable accommodations to qualified individuals with disabilities and to applicants with sincerely held religious beliefs, as required by law.  The physical requirements listed below reflect the essential functions of this role.  If you need accommodation to perform these functions, please inform us during the application process.

Why Join Ceres?

At Ceres, you won’t just have a job, you’ll have a mission. Your work will directly impact the speed and strength of community recovery after disasters.

We offer:
 • A collaborative, mission-driven culture.
 • Opportunities for professional growth and advancement.
 • The chance to make a lasting difference for communities across the U.S.

Ceres Environmental is proud to be an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status.

E-Verify: We comply with Federal law by verifying employment eligibility.

Salary : $90,000 - $115,000