Team Leader - Helpdesk

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RT2 Logo

RT2

πŸ“Remote - Worldwide

Summary

Join RTΒ², a company offering flexible, cutting-edge retail management solutions, as their Engineering Manager. Lead and mentor an agile team, focusing on data-driven experimentation and innovation. Collaborate with leadership to establish a divisional mission and promote a company culture. Drive team performance in areas like quality and velocity, and coordinate responses to tech incidents. Regularly evaluate team size and structure, and develop short, mid, and long-term key results. Lead hiring decisions, conduct performance reviews, and implement best practices. This role requires 8+ years of progressive experience in IT support and leadership, expertise in managing enterprise-level support systems, and a strategic mindset.

Requirements

  • 8+ years of progressive experience in IT support and helpdesk operations, with 5+ years in a leadership or management role
  • Proven ability to scale and lead high-performing IT support functions, driving excellence in service delivery, technical support, and end-user experience
  • Expertise in managing enterprise-level support systems and tools, including Azure Active Directory, Intune, Office 365, and industry-standard ticketing platforms such as Zendesk, Jira, or Freshservice
  • Strategic mindset with experience establishing KPIs, SLAs, and process frameworks to ensure operational efficiency and continuous service improvement
  • Deep understanding of ITIL best practices and the ability to implement structured support models while maintaining flexibility for business needs
  • Adept at partnering with cross-functional stakeholders, including Security, People Operations, and Engineering, to support organizational growth and compliance needs
  • Experienced in leading IT onboarding/offboarding at scale, developing knowledge bases, managing vendor relationships, and overseeing hardware/software asset lifecycle
  • Strong communicator and people leader with a focus on team development, operational alignment, and creating a culture of accountability, responsiveness, and service excellence
  • Ability to lead through ambiguity, manage change, and inspire support teams to meet the evolving needs of a hybrid or remote-first workforce
  • Committed to building inclusive teams that prioritize user empathy, proactive support, and innovation in internal tools and systems

Responsibilities

  • Lead and mentor an agile team that leans into data-driven experimentation, innovation, quality, and craftsmanship
  • Mentor peer leaders with guidance and direction from the Director, Engineering
  • Communicate and promote the culture and mission of the company
  • Collaborate with leadership to establish a divisional mission aligned with the company vision
  • Promote iterative, thoughtful decision-making within a self-organized team
  • Recognize trends affecting delivery goals and support team decisions on short- and long-term resolutions, removing roadblocks when necessary
  • Drive performance in areas, such as quality, predictability, flow, and velocity
  • Coordinate response and communication of tech incidents to stakeholders
  • Recognize trends across tech incidents and ensure true root causes have been identified and fixes implemented
  • Stay informed of trends and changes in the broader technology, business, and regulatory landscapes
  • Regularly evaluate the teams size, organizational fit, and position and propose changes to improve synergies
  • Understand and plan for the product roadmap and maintain awareness of broader technical and business changes impacting the team
  • Develop short-, mid-, and long-term key results with the team to achieve team objectives
  • Develop and retain talent in alignment with the product team's vision and roadmap
  • Lead interviews and discussions regarding hiring decisions for candidates and promotions, pulling in appropriate subject matter experts as required
  • Prepare and deliver reviews, compensation adjustments, and promotions
  • Identify, implement, and drive adoption of best practices within the leadership community
  • Mentor and support team members on any of the above responsibilities

Benefits

  • Remote, flexible working options
  • Competitive compensation
  • Generous STI and LTI provisions
  • Health, Dental and Vision Insurance
  • Paid Annual Leave
  • Paid Sick Leave
  • 401K, and more
This job is filled or no longer available