What are the responsibilities and job description for the Helpdesk Team Lead position at The AME Group?
Description
We are seeking a motivated Helpdesk Team Lead to lead a high-performing team. The ideal candidate will have strong leadership, communication, and problem-solving skills to ensure exceptional client service and efficient team operations.
Key Responsibilities:
- Lead, mentor, and develop a team of help desk technicians to enhance their technical skills and foster professional growth.
- Ensure timely issue resolution and proactive communication with clients and team.
- Optimize support processes to improve helpdesk efficiency and meet and improve KPIs.
- Manage phone queues, tickets, emails, and escalations.
- Track and analyze team performance, ensuring compliance with SLAs.
- Develop and implement best practices for technical support workflows, ensuring consistency and quality of service.
Requirements
Must-Have Skills:
- Leadership mindset.
- Strong customer service and relationship management abilities.
- Problem solving and decision making capabilities.
- Excellent verbal and written communication skills.
- Ability to prioritize tasks and manage time effectively.
- Technical troubleshooting proficiency
Preferred Skills:
- Experience with service desk systems and ticketing software environment.
- Knowledge of technical support KPIs and metrics analysis.
- Experience in process optimization, project management, and driving operational efficiency.
- Previous experience in coaching, mentoring, or developing team members to enhance their skills.
What We’re Looking For:
Someone who takes ownership, thrives in a fast-paced environment, and is eager to continuously learn and grow. If you’re excited about leadership and customer support, we’d love to hear from you!
If tech challenges excite you, if you are dedicated to providing exceptional customer service, and you’re ready for a supportive team that values your skills, don’t wait- apply today!
Working with us will provide you with the opportunity to make a positive impact on our clients as you contribute to the seamless operations within The AME Group - Your contribution matters!
This is a full-time position with an excellent benefits package.
Pay range depends on experience. Standard background checks will be completed on candidates.
