Position
Full-time Permanent
Overall purpose
We are looking for an experienced HelpDesk Team Lead to supervise our desktop and remote support team in providing exemplary technical support to our clients. You will be responsible for training, supporting, and leading your team. You will also be required to manage ticket escalations and resolve any technical issues with our Level 2 team.
Key responsibilities
- Manage all HelpDesk operations and support a team of HelpDesk agents
- Support your team, providing training, and assistance whenever required
- Conduct regular check-ins with all the team members to monitor performance, track progress on the completion of work duties and responsibilities and discuss successes and challenges with the manager accordingly
- Monitor ticket volume and performance metrics
- Enforce/moderate client-based meetings and/or SLA discussions
- Communicate with clients and providing phone support, as required
- Troubleshooting and resolving technical issues
- Manage escalations and ensuring any issues are resolved in a timely manner
- Make recommendations to improve operational efficiencies
- Promote continuous improvement of Tier 1 support, desktop administration, and telecom delivery for all stakeholders
- Successful delivery of services and projects supporting the business both on time and within budget through proactive team management and leadership
- Deliver frontline technical support for faculty, staff, students, alumni and partners
- Gather and report operational metrics, accomplishments, and priorities for weekly leadership meeting(s)
- Supporting the manager with departmental staffing by recruiting, selecting, orienting, and training employees and developing personal growth opportunities
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Education and skills
- Bachelor's degree in computer science, information technology, or a related field
- At least two years of experience as a HelpDesk Team Lead or in a technical support lead role
- Ring Central and Service Now experience
- Strong technical background
- Excellent analytical and troubleshooting skills
- Ability to work under pressure
- Excellent leadership and people management skills
- Strong customer service skills
