Help Desk Team Lead

Help Desk Team Lead - The Help Desk Team Lead will oversee the daily operations of the Help Desk team, ensuring efficient and effective resolution with the highest level of customer service. This role will act as an escalation point for Desktop Technicians for unresolved or complex technical issues. They will focus on both monitoring the Help Desk team to deliver superior customer service while also handling more complex technical issues when needed.

RESPONSIBILITIES

· Lead, mentor and develop a team of Help Desk professionals fostering continuous improvement and development

· Resolve complex IT Incidents and Service Requests from customers in a timely and efficient manner either by phone, email, chat or in-person

· Act as an escalation point for the Help Desk Team to resolve complex technical issues

· Assist in training and mentoring newly hired Help Desk technicians

· Analyze incident trends to identify recurring issues for Problem Management

· Contribute to the internal knowledge base by documenting solutions to common issues

· Work closely with the Help Desk Manager to establish, reinforce and improve Help Desk processes and best practices

· Provide direct assistance to end-users, including remote support for technical problems

· Work closely with other IT teams to resolve complex issues

· Maintain accurate inventory of IT assets

· Local travel, up to 25% or as needed

· Other duties as assigned

Qualifications

· 5 years of experience in a Help Desk or Service Desk role

· 1-2 years with supervisory or leadership responsibilities.

· Ability to handle multiple tasks effectively, with tact, courtesy, and a high degree of customer service.

· Work independently and effectively with minimal direction or collaboratively in a team environment

· Strong technical troubleshooting skills and knowledge of IT systems, hardware and software

· Excellent communication skills (both written and verbal) with the ability to explain technical issues to non-technical users