What are the responsibilities and job description for the Help Desk Team Lead position at Central Business Systems, Inc.?
Description
About Us:
Central Business Systems (CBS), a trusted provider of technology services, is seeking a dedicated Help Desk Team Lead to join our team. This role is pivotal in ensuring seamless service delivery for our clients by coordinating IT support operations, managing client relationships, and improving service processes. The ideal candidate will have a strong IT background, exceptional organizational skills, and a proactive approach to customer service. Join CBS and be part of a team that values innovation, reliability, and client success.
Position Overview
The Help Desk Team Lead will oversee the day-to-day operations of the IT help desk team. This role is responsible for managing support tickets, mentoring help desk technicians, ensuring timely issue resolution, and maintaining high customer satisfaction. The ideal candidate will have a strong technical background, leadership experience, and a passion for providing outstanding IT support.
Requirements
Key Responsibilities:
About Us:
Central Business Systems (CBS), a trusted provider of technology services, is seeking a dedicated Help Desk Team Lead to join our team. This role is pivotal in ensuring seamless service delivery for our clients by coordinating IT support operations, managing client relationships, and improving service processes. The ideal candidate will have a strong IT background, exceptional organizational skills, and a proactive approach to customer service. Join CBS and be part of a team that values innovation, reliability, and client success.
Position Overview
The Help Desk Team Lead will oversee the day-to-day operations of the IT help desk team. This role is responsible for managing support tickets, mentoring help desk technicians, ensuring timely issue resolution, and maintaining high customer satisfaction. The ideal candidate will have a strong technical background, leadership experience, and a passion for providing outstanding IT support.
Requirements
Key Responsibilities:
- Lead and manage the help desk team to provide high-quality technical support to clients.
- Serve as the primary point of escalation for complex IT issues and ensure prompt resolution.
- Monitor and manage the ticketing system to prioritize, assign, and track service requests.
- Implement and improve help desk processes to enhance efficiency and customer satisfaction.
- Train and mentor help desk technicians to develop their technical skills and customer service abilities.
- Collaborate with the team to align help desk operations with company objectives.
- Generate reports on help desk performance metrics and recommend improvements.
- Maintain documentation of common issues, troubleshooting steps, and best practices.
- Ensure adherence to SLAs and ITIL best practices for incident management.
- 3 years of experience in IT support/help desk roles, with at least 1 year in a leadership position.
- Strong knowledge of Windows operating systems, Microsoft 365, Active Directory, and network troubleshooting.
- Experience with remote support tools and ticketing systems (e.g., ConnectWise, Autotask, ServiceNow).
- Strong customer service skills with the ability to communicate technical concepts clearly.
- IT certifications such as CompTIA A , Network , or ITIL Foundation are preferred.
- Ability to work independently, manage multiple priorities, and lead a team effectively.
- Strong analytical and problem-solving skills.
- Competitive salary based on experience.
- Health, dental, and vision insurance.
- Paid time off and holidays.
- Professional development and certification reimbursement.
- A dynamic and collaborative work environment.
