Helpdesk Team Lead

SUMMARY 

The successful candidate in this IT Helpdesk Team Lead role provides technical direction and guidance to a Technical Support Service (TSS) team while mentoring and developing team members. The Helpdesk Team Lead builds relationships with employees and clients to provide an excellent customer experience. This role is responsible to ensure that the team maintains standards for IT support, Service Level Agreements, and other client satisfaction goals.   

PRIMARY RESPONSIBILITIES 

• Lead the Helpdesk team and evaluate performance.  
• Manage escalation of priority issues.  
• Establish best practices through the entire technical support process.  
• Create and update documentation.   
• Participate in internal leadership meetings and initiatives.   
• Set and meet specific customer service standards.  
• Contribute to improving customer support by actively responding to queries and handling escalated issues.  
• Follow up with clients to identify areas of improvement.  
• Provide customer feedback to the appropriate internal teams.  
• Lead meetings with FIT teams to uphold SLAs, review client reports, and ensure accuracy for metrics.  
• Lead regular 1:1 meeting with team members. 

KNOWLEDGE AND SKILL REQUIREMENTS 

• A professional, confident, reliable, trustworthy, and positive demeanor.  
• Ability to troubleshoot, diagnose and solve problems as well as document all steps taken for resolution.   
• Hands on experience with Helpdesk and remote support software.  
• Ability to relay technical information and instruction (in writing and verbally) to clients who possess varying ranges of technical knowledge and background.  
• Organizational and time management skills with strong orientation to detail and ability to follow-through on tasks  
• Customer-service oriented with a problem-solving attitude.  
• Basic understanding of varying versions of Microsoft Windows, Active Directory, Microsoft 365, and Group Policy   
• Knowledge of Microsoft Office applications, Microsoft developer tools, Antivirus, remote connection technologies and PC troubleshooting skills regarding hardware and software.  
• Comprehension of networking protocols and concepts such as TCP/IP addressing, and VLANS.   
• Ability to maintain confidentiality of information being accessed, processed, or stored.  
• A , Network , MTA, MCSA certifications are desirable.  
• Demonstrated ability to:   
  • work and adapt in an evolving-priority environment.   
  • follow processes and protocols.  
  • meet deadlines and to manage multiple tasks simultaneously.  
  • learn software tools/applications (e.g., asset tracking and ticketing system).  
  • manage a team.  
• Bachelors of Arts or Science or equivalent work experience. 

WORKING CONDITIONS REQUIREMENTS 
 
 Working conditions are normal for an office environment and will require:  

• Ability to sit for extended periods of time.   
• Reliable transportation to get to the office.  
• Occasional evening and weekend work.    

APPLICATION  

To apply, submit an application online through our Career Center.  

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Headquartered in Cleveland, FIT Technologies is an employee-owned company (ESOP) with 160 staff supporting clients throughout Ohio and in metropolitan areas in 30 states across the country.  

FIT Technologies offers a comprehensive benefits package including:

• Health, dental, vision, life insurance
• Paid time off and paid holidays
• Paid Parental Leave
• Employee Stock Ownership Plan
• 401(k) with match
• Dependent Care FSA

To promote a healthy work environment and provide exemplary customer service, FIT Technologies is a non-smoking workplace and does not hire tobacco/vape users. 

FIT Technologies is an equal opportunity employer and welcomes diversity in our employees. We do not discriminate and will take measures to ensure against discrimination in employment, recruitment, compensation, termination, promotions, and other conditions for any employee or job applicant on the basis of race, color, national or ethnic origin, ancestry, gender, age, religion, creed, disability, military or veteran’s status, sexual orientation, gender identity or gender expression. 
 

Salary : $55,000 - $60,000