Help Desk--Team Lead

Who We Are

COURSER is a partnership platform that helps technology service companies identify and take the next step in growth. Our organization has a strong company culture built on our values of Teamwork, Service, Growth-Minded, Trust, and Innovative. Our team dedicates their time working together to provide phenomenal experience for our customers. Be ready to join a fast-paced, ever-evolving IT company that is bringing on new customers and team members to continue strong growth into the future.

IT Support Services Team Lead-Help Desk

We are seeking a motivated and skilled Help Desk Team Lead to oversee daily operations, support a team of technicians, and ensure the successful delivery of IT support services to our clients. This role requires a balance of technical expertise, leadership skills, and customer service excellence. The ideal candidate will serve as the primary point of contact for escalations, provide mentorship to the team, and ensure operational efficiency in a Managed Service Provider (MSP) environment.

Key Responsibilities

• Lead and manage a team of help desk technicians, ensuring performance aligns with organizational goals.
• Provide hands-on technical support and guidance to team members for escalated issues.
• Coordinate work schedules, assign tasks, and monitor team workload to ensure timely resolution of tickets.
• Ensure service level agreements (SLAs) and client expectations are consistently met or exceeded.
• Act as a point of escalation for technical issues, ensuring prompt and effective resolution.
• Communicate effectively with clients regarding updates, incident resolutions, and project progress.
• Identify opportunities to improve help desk processes and workflows for greater efficiency and service quality.
• Generate and review performance metrics, ensuring adherence to KPIs.
• Provide regular reports to management on team performance, ticket trends, and client satisfaction
• Assist with complex troubleshooting for hardware, software, and network issues.
• Stay updated on emerging technologies and industry trends to improve team capabilities.
• Ensure best practices in IT service management (ITSM) are followed.
  
  

Key Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• Experience in an MSP environment with a strong understanding of IT support services.
• Demonstrated leadership or team coordination experience.
• Technical proficiency in areas such as Windows/MacOS environments, networking, and common business applications.
• Familiarity with ITSM tools, RMM software, and PSA platforms like ConnectWise or Autotask.
• Strong customer service and communication skills, with the ability to handle escalations effectively.
• Excellent problem-solving and organizational abilities.
  
  

Preferred Experience:

• Experience with ConnectWise
• IT certifications (e.g., CompTIA A , Network , Microsoft, or Cisco certifications).
• Experience with ITIL frameworks and ticketing systems.
• Knowledge of cybersecurity best practices and solutions.
  
  

What We Do For You

At COURSER we prioritize our employees’ personal and professional development, offering best in class training, mentorship, and opportunities for growth through our self-promotion paths. We encourage innovation and challenging the status quo. With teams across the country, we have a wealth of knowledge and a team that is eager to share and grow together.

Benefit Highlights

• Competitive benefits package, including medical, dental, vision, and life insurance
• 401k match
• Flexible PTO
• 10 Holidays including your Birthday and a Floating Holiday!
• Gym reimbursement
• Amazon Prime reimbursement
• 40 Hours for Volunteer Time
• Paid Maternity and Paternity leave
• Paid certifications
• Learning and development programs
  
  

Courser is an equal opportunity employer. Applications are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state, or local laws.