What are the responsibilities and job description for the Help Desk Transition Lead - New York City, NY (Remote) position at Pioneer Corporate Services Inc?
Job Details
Hi,
Title: Help Desk Transition Lead
Job Location: New York City, NY
Contract Name: Website Modernization Project
Duration of Contract: 3 years.
Roles and Responsibilities
- Lead and manage a team of help desk technicians to ensure timely issue resolution.
- Oversee troubleshooting of hardware, software, and network-related issues for end users.
- Provide guidance and training to junior technicians to improve team performance and service quality.
- Monitor and maintain ticketing systems, ensuring proper documentation and resolution of requests.
- Manage escalated technical issues, collaborating with other IT teams when necessary.
- Develop and enforce help desk procedures and best practices for efficient support operations.
- Ensure high levels of customer satisfaction through regular feedback and service improvement initiatives.
Required Experience:
5 years of experience in IT support
Required skills:
ServiceNow, Zendesk, Jira Service Management, Freshdesk, Microsoft Active Directory, TeamViewer, SolarWinds, ConnectWise, Remote Desktop, ITIL
Required Education:
Bachelor s degree in information technology, computer science, or a related field, or equivalent work experience
Required Certification:
CompTIA A , ITIL Foundation, HDI Desktop Support, CompTIA Network , CCNA, ServiceNow Administrator
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