Senior IT Support Lead

Job Title: Senior IT Support Lead

About Us: Unis is a leading third-party logistics (3PL) company dedicated to providing seamless supply chain solutions to our clients.

Position Overview: We are seeking a highly skilled and experienced Senior IT Support Lead to join our dynamic team. The ideal candidate will be responsible for providing WISE support and overseeing IT Helpdesk operations to ensure the smooth functioning of our technology infrastructure.

Key Responsibilities:

1. Provide expert-level support for WISE (Warehouse Management System) and other critical logistics software applications.
2. Lead and mentor a team of IT support specialists to deliver high-quality technical assistance to end-users across various departments.
3. Manage the IT Helpdesk function, including ticket escalation, resolution tracking, and ensuring timely response and resolution of issues.
4. Collaborate with internal stakeholders to identify opportunities for process improvement and implement solutions to enhance system performance and reliability.
5. Conduct regular training sessions for end-users to promote best practices and optimize utilization of IT resources.
6. Develop and maintain documentation, including user guides, standard operating procedures (SOPs), and knowledge base articles.
7. Stay informed about emerging technologies and industry trends to provide strategic recommendations for IT infrastructure enhancements.

Requirements:

• Bachelor’s degree in information technology, Computer Science, or a related field.
• Proven experience in a senior-level IT support role, preferably in the logistics or supply chain industry.
• In-depth knowledge of WISE (or similar Warehouse Management Systems) and experience providing support for logistics software applications.
• Strong leadership and team management skills, with the ability to motivate and inspire a team of IT professionals.
• Excellent communication skills, both written and verbal, with the ability to effectively interact with stakeholders at all levels.
• Experience with IT Helpdesk management tools and ticketing systems.
• Ability to troubleshoot complex technical issues and develop innovative solutions.
• Relevant certifications (e.g., CompTIA A , Network , ITIL) are a plus.