Helpdesk Team Lead

Description

Join our team at Cobalt Benefits Group and start an exciting new career in employee benefits solutions. As a Helpdesk Team Lead, you’ll play an important role in helping us offer customized, self-funded insurance options to our clients and members.

We are looking for an experienced Helpdesk Team Lead to oversee a team of IT support professionals, ensuring that technical issues are resolved quickly and efficiently while maintaining high levels of customer satisfaction. This role requires a broad technical background and a hands-on approach to managing complex technical issues across various IT systems. The Helpdesk Team Lead will be responsible for guiding the team, providing technical expertise, and ensuring the smooth operation of our helpdesk support services.

Responsibilities:

• Leadership & Supervision: Lead, coach, and mentor a team of helpdesk technicians, providing direction, setting priorities, and ensuring a high standard of support. Monitor team performance to meet KPIs and ensure adherence to SLAs.
• Technical Support Management: Oversee and provide support for a broad range of technical issues including hardware, software, network, and infrastructure support. Ensure team members can troubleshoot and resolve issues related to operating systems (Windows, macOS), hardware components, email systems, and printers.
• Incident & Request Management: Manage the helpdesk ticketing system to track, prioritize, and ensure timely resolution of incidents and service requests. Maintain accurate records of technical issues, resolutions, and customer interactions.
• Escalation Management: Handle complex or escalated technical issues, providing tier-3 support for challenging problems involving servers, network infrastructure, or specialized software. Ensure timely escalation to higher-level IT teams when needed.
• End-User Support: Provide direct support to end-users, assisting with software installations, system configurations, network connectivity issues, remote access problems, and other technical inquiries.
• System & Network Troubleshooting: Manage and support day-to-day IT operations, including troubleshooting network issues (TCP/IP, DNS, DHCP), diagnosing connectivity problems, and managing access issues (VPN, Active Directory, remote desktop services).
• Device Management & Configuration: Oversee the installation, configuration, and maintenance of desktops, laptops, mobile devices, and peripheral equipment. Manage software and hardware inventory, ensuring all devices are up-to-date and secure.
• Security Support: Collaborate with IT security teams to address security-related issues such as malware infections, unauthorized access attempts, and ensuring the implementation of security updates and patches across devices and systems.
• Training & Knowledge Sharing: Conduct training sessions for the team on new technologies, troubleshooting techniques, and best practices. Maintain a knowledge base of common issues, resolutions, and technical processes to improve the team's efficiency.
• Documentation & Reporting: Maintain clear and detailed documentation of helpdesk procedures, common troubleshooting steps, and known issues. Provide regular reporting on team performance, incident trends, and user satisfaction metrics.

Requirements

• Technical Expertise: Broad technical knowledge in IT support, including operating systems (Windows, macOS), networking (TCP/IP, DNS, DHCP, VPN), cloud services (Office 365, Azure), hardware, and peripheral devices.
• Helpdesk & IT Support Experience: Minimum of 4 years of experience in IT support or helpdesk roles, with at least 2 years in a leadership or supervisory position.
• Strong Troubleshooting Skills: Demonstrated ability to diagnose and resolve complex technical problems related to software, hardware, and network systems.
• Communication Skills: Strong verbal and written communication skills, with the ability to clearly explain technical issues and solutions to non-technical users.
• Customer Service Focus: Proven experience delivering excellent customer service and maintaining high user satisfaction levels, even in high-pressure situations.
• Team Leadership: Experience managing and mentoring a technical support team, including setting goals, providing feedback, and fostering a collaborative work environment.

Preferred Qualifications:

• Certifications: IT certifications such as CompTIA A , Network , ITIL Foundation, or Microsoft Certified Solutions Associate (MCSA) are preferred.
• Advanced Technical Knowledge: Experience with Active Directory, Exchange, virtualization platforms (VMware, Hyper-V), and mobile device management (MDM).
• Security Awareness: Familiarity with cybersecurity practices, including endpoint protection, patch management, and malware prevention.

Working Environment:

• Office-based with some flexibility for remote work.
• Fast-paced, dynamic environment with occasional after-hours support for critical issues.

Benefits:

After successfully completing a waiting period, eligible Full-time employees have access to our comprehensive benefits package, including:

• Fantastic medical, dental, and vision insurance*
• Twice annual employer HSA contributions, covering 50% of the HDHP plan’s annual deductible!
• Company provided Basic Life and AD&D
• Company paid Short-Term and Long-Term Disability**
• Flexible Spending Accounts*
• 401(k) Retirement Plan with up to a 6% employer-match** WOW! (100% fully vested after 3 years)
• 10 paid holidays
• Generous paid vacation and sick time
• Annual Volunteer Paid Day
• Annual Tuition Reimbursement
• Annual Health and Wellness Reimbursement
• Lots of fun company events

Who We are:

As a trusted third-party administrator (TPA) specializing in self-funded benefit plans, Cobalt Benefits Group (CBG) is committed to helping employers find high-quality coverage at a cost they can afford. We administer self-funded insurance benefits through our three companies: EBPA, Blue Benefit Administrators of Massachusetts, and CBA Blue.

With over 30 years of experience and a dedicated team of more than 200 employees, we work collaboratively to build customized self-funded health plans, manage claim payments and disputes, and administer other specialized programs such as FSAs, HSAs, COBRA, and retiree billing. Join us as we match employers across our region with the right solutions for their employee benefit needs. To learn more about working at CBG, visit https://www.cobaltbenefitsgroup.com/careers/.

Benefit Waiting Period Notes:

*60 day waiting period

**90 day waiting period

Salary : $68,000 - $73,000