IT Helpdesk Lead

Western Partitions, Inc. (WPI) is one of the largest and most reputable interior and exterior contracting firms in the US. WPI provides superior contracting services for drywall, prefabrication, metal studs, acoustical systems, wall panels, fireproofing, firestopping, stucco, claddings, painting, windows, doors/frames/hardware, and more.

Since WPI's inception in 1972, we have provided award-winning construction without sacrificing integrity, safety, or efficiency. We are proud that a significant percentage of our business comes from repeat customers. Our service-oriented, fast-track approach, coupled with an attention to detail has resulted in a superior reputation within our industry. We work hard every day to earn our customers' trust and confidence.

Throughout our history, our dedication to our employees, quality of work, and customers has set us apart. The strongest characteristic of our organization is the prominent level of pride we take in every job we complete. Our employees are driven to do the job right the first time without compromise. Lastly, our customers choose WPI based on the emphasis we place on communication, trust, and respect.

Job Description

As IT Helpdesk Lead, you oversee daily operations of the Helpdesk Team and ensure timely, high-quality support for end users. You serve as the first escalation point for complex issues, coordinate team workflows, and support the Helpdesk Manager in driving service excellence and continuous improvement. You play a key role in shaping our IT support strategy alongside a dedicated, dynamic team that values customer success.

Key Responsibilities:

• Lead and mentor a team of helpdesk technicians, providing guidance, training, and performance feedback.
• Monitor ticket queues and ensure SLAs are met for incident resolution and service requests.
• Serve as the escalation point for complex or high-priority technical issues.
• Collaborate with the Helpdesk Manager to develop and implement support procedures, knowledge base content, and training materials.
• Track and report on helpdesk metrics, identifying trends and areas for improvement.
• Coordinate with other IT teams to ensure seamless support and communication.
• Participate in onboarding/offboarding processes and hardware/software provisioning.
• Maintain up-to-date knowledge of IT systems, tools, and best practices.
• Collaborate with senior-level admins to determine and resolve high-level problems.
• Optimize and manage existing helpdesk tools and services to enhance support efficiency.
  
  

Required Experience:

• Bachelor's or Associate's degree in Information Technology, Computer Science, or related field.
• 3 years of hands-on experience in a helpdesk or IT support role, with at least 1 year in a supervisory role.
• Strong technical troubleshooting skills across Windows, Office 365, and common enterprise applications.
• Experience with ticketing systems (e.g. ServiceNow, Jira, Zendesk).
• Excellent communication and interpersonal skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• ITIL certification or familiarity with ITIL practices is a plus.
• Competency across common mobile platforms (iPhone, iPad, Android devices).
• Strong problem-solving skills and attention to detail.
• Ability to work well under pressure and manage multiple priorities.
  
  

Preferred Qualifications:

• Customer-focused mindset with a passion for service excellence.
• Strong organizational and documentation skills.
• Ability to coach and develop team members.
• Certifications such as CompTIA A , Network , or ITIL.
• Experience in a construction or similar industry.
  
  

This role is onsite and not eligible for visa sponsorship. Infrequent travel to corporate locations and rotated weekend on-call may be required.

Benefits

At WPI our employees are our greatest asset. We put our people first and are proud to provide a comprehensive benefits package designed to meet the needs of our employees at every stage of life.

In our commitment to fostering an environment where everyone can thrive personally and professionally, we offer:

• Competitive pay
• Incentive bonus plan
• 401(k) retirement savings plan with match
• Medical, prescription drug, dental and vision insurance plans with flexible spending account option
• Life insurance, accidental death, and disability benefits
• Flexible paid time off policy and paid holidays
• Professional development opportunities and certifications
  
  

WPI provides equal employment and affirmative action opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.

WPI is a background screening, drug-free workplace.

This job description is intended to outline the general nature and level of work being performed by employees. It is not designed to cover or contain a comprehensive list of responsibilities, duties, or skills required of the employee of this job. Furthermore, this description is subject to change at the discretion of the company, with or without notice.