Help Desk Leader (ONSITE)

CAI is seeking a dedicated and experienced Help Desk Lead to manage and oversee our help desk team. This role is pivotal in ensuring that users receive timely and effective support during the rollout of a new application. This position will be contract and onsite in Trenton, NJ.

What You’ll Do

• Lead and manage the help desk team, ensuring high levels of performance and user satisfaction.
• Develop and implement support processes to ensure efficient handling of user queries and issues.
• Train help desk staff to ensure they are well-prepared to provide first-line support for the new Salesforce-based application.
• Monitor the performance of the help desk team, providing feedback and making improvements as necessary.
• Ensure that users receive timely and effective support, addressing their questions and resolving issues promptly.
• Handle escalated support requests, ensuring complex issues are resolved effectively.
• Maintain and update support documentation and user guides, ensuring accuracy and accessibility.
• Act as a liaison between the help desk team and other departments to ensure clear communication and coordination.

What You’ll Need

Required:

• 4 years of relevant experience in help desk or IT support roles, with at least 2 years in a leadership position.
• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• Strong leadership and team management capabilities.
• Excellent problem-solving and decision-making skills.
• Effective communication and interpersonal skills.
• Proficiency in developing and implementing support processes.
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.

Preferred:

• Familiarity with Salesforce-based applications is a plus.

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards.
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor.

CAI is a global technology services firm with over 8,500 associates worldwide and a yearly revenue of $1 billion . We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise. Learn how CAI powers the possible at www.cai.io

Reasonable Accommodation Statement: If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111. This email is only intended for candidates who need an accommodation or assistance completing the application or interview process and will not be reviewed by CAI’s talent acquisition team. All interested applicants who do not need an accommodation or assistance completing the application must apply on CAI’s career portal for consideration https://www.cai.io/careers/career-portal/

EEO Statement: It is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Referral program
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Work Location: In person