Together, We Own it! Start your employee owner journey with Shorr Packaging.
Shorr Packaging is looking for an enthusiastic and customer-focused
IT Support Specialist Lead to help deliver an exceptional technology support experience to our employees.
This is a hands-on, player-coach position for someone who enjoys supporting end users, resolving difficult technical incidents, and helping other support professionals grow. You will remain actively involved in the service desk queue while serving as the team’s first operational and technical escalation point.
The ideal candidate combines advanced troubleshooting skills with strong customer service, communication, coaching, and analytical abilities. You will help coordinate daily service desk activity, mentor team members, monitor service performance, and identify opportunities to improve processes and the overall end-user experience.
This position provides day-to-day work leadership but does not have formal personnel management responsibilities.
What You’ll Do
Provide Advanced End-User Support
- Own and resolve incidents and service requests ranging from routine issues to complex, business-impacting problems.
- Support local, remote, warehouse, and traveling employees.
- Troubleshoot Windows endpoints, business applications, hardware, printers, peripherals, network connectivity, VPN, multifactor authentication, mobile devices, and collaboration tools.
- Provide support for Microsoft 365 services, including Exchange Online, Microsoft Teams, OneDrive, identity, and access-related issues.
- Maintain ownership of incidents through resolution, coordinating with internal teams, suppliers, and third-party vendors when necessary.
- Document troubleshooting, customer communications, next steps, and resolutions in the IT service management platform.
Lead Service Desk Queue Operations
- Lead daily service desk queue reviews and help ensure each active ticket has an owner, priority, next action, and appropriate escalation path.
- Assign and coordinate work based on priority, technical skill, location, workload, service impact, and coverage requirements.
- Monitor unassigned, aging, inactive, blocked, high-priority, and service-target-at-risk tickets.
- Serve as the first operational and technical escalation point for difficult or customer-impacting incidents.
- Coordinate the support response during high-priority incidents and promptly escalate significant risks or exceptions.
- Help maintain appropriate coverage and consistent follow-through across the service desk.
Coach and Mentor the Support Team
- Provide real-time coaching on troubleshooting methods, critical thinking, customer communication, documentation, ticket ownership, and escalation judgment.
- Guide team members through complex issues, helping them develop their own technical and problem-solving capabilities.
- Use ticket reviews and recurring incidents to identify skill gaps and development opportunities.
- Conduct brief technical walkthroughs and recommend targeted training.
- Contribute to the development of practical team skills matrices and technical development priorities.
- Lead through credibility, sound judgment, clear communication, and consistent follow-through.
Improve Service Quality and Processes
- Review ticket categorization, documentation, handoffs, resolution details, and closure quality.
- Reinforce consistent use of approved tools, procedures, security controls, knowledge articles, and escalation paths.
- Help coordinate recurring support activities, including employee onboarding and offboarding, access requests, equipment deployment, asset management, and device lifecycle activities.
- Identify recurring incidents, process gaps, unnecessary manual work, training needs, and knowledge gaps.
- Create and improve support procedures and knowledge articles.
- Contribute to root-cause analysis, problem management, automation, self-service, and continuous improvement initiatives.
Report on Service Desk Performance
- Prepare concise updates on queue health, ticket backlog, aging, workload, service risks, high-priority incidents, and recurring issues.
- Track agreed service desk measures and use the results to identify trends and recommend corrective actions.
- Communicate service impact, ownership, expected next steps, and resolution status to business users and IT stakeholders.
- Help turn service desk data into practical recommendations that improve responsiveness, service quality, and the employee experience.
What You’ll Bring
- Five or more years of progressive IT support experience, including ownership of complex incidents and service requests.
- Experience coordinating a service desk queue, balancing workloads, monitoring ticket aging, and working against defined service targets.
- Demonstrated ability to coach, mentor, and guide support professionals.
- Strong troubleshooting, analytical thinking, organization, communication, and customer service skills.
- Ability to lead peers effectively without relying on formal management authority.
- Strong ownership mentality and the ability to follow technical issues through resolution.
- Experience identifying recurring issues, process gaps, training needs, and opportunities for automation or self-service.
- Associate degree, equivalent education, or comparable professional experience.
Technical Experience
Experience supporting or administering several of the following:
- Windows endpoints and common business hardware
- Printers, peripherals, and mobile devices
- Microsoft 365, including Exchange Online, Teams, and OneDrive
- Active Directory and Microsoft Entra ID
- Microsoft Intune or a comparable endpoint management platform
- VPN, network connectivity, DNS, DHCP, and multifactor authentication
- User, group, device, identity, and access-management processes
- IT service management practices, including incident, request, problem, knowledge, asset, and service-level management
- Root-cause analysis, service reporting, support documentation, testing, and implementation support
Preferred Qualifications
One or more of the following certifications or comparable credentials are preferred:
- ITIL 4 Foundation
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
- Microsoft 365 Certified: Endpoint Administrator Associate
Additional Information
- This is an individual contributor position with day-to-day work leadership responsibilities.
- The role requires frequent computer use, extensive typing, verbal communication, analytical reasoning, and handling of conventional computer equipment.
- Occasional lifting of equipment weighing up to 25 pounds may be required.
- After-hours or weekend work may occasionally be required for high-priority incidents, maintenance activities, projects, or service desk coverage.
Compensation
The base pay range for this role is $34 – $37 per hour.
Shorr Packaging does not provide work authorization sponsorship for this position.
Shorr Benefits
- Employee Stock Ownership Plan (ESOP) - Together, We Own It!
- Comprehensive Employee Benefits: Medical, dental, vision, Paid Time Off and other insurance coverages
- Generous PTO with vacation, sick and floating holidays.
- 401K plan plus matching
- Team based Employee Owner company culture
Shorr Packaging Corp is an equal-opportunity employer. It is the policy of Shorr Packaging Corp to afford full Equal Employment Opportunity, and all applicants will receive consideration for employment without regard to protected veteran status or disability status or any other legally protected status.
