The IT Help Desk Lead functions as a supervisor as well as a senior Call Center Technician. This position is responsible for ensuring all calls escalated by Tier 1 Technical Support are handled promptly and effectively. The Help Desk Lead coordinates administrative and technical workloads for the team, communicates and enforces procedures, coordinates training, provides updates on changing customer requirements, provides solutions for desktop and laptop issues, and ensures issue resolution.
The Lead develops and mentors team members, provides feedback to team members on quality assurance and customer satisfaction, and serves as the liaison between team members, client management, and company management. The Help Desk Lead is also responsible for incident management, strategizing efficient workflow, ensuring adequate staffing levels and providing reports to management as needed.
The Help Desk Lead is responsible for ensuring staffing needs are communicated and met, including coordinating support for on-call needs, fill-in support for and from other teams, and customer needs and other job duties as assigned.
WORK EXPERIENCE REQUIREMENTS
Help Desk Leads should demonstrate the core competencies of communication, leadership, ability to drive change, innovative outlook and problem analysis. They should possess proven excellent customer service skills and call tracking/problem management software experience, involving detailed documentation skills. Excellent problem solving skills and broad understanding of relationships between hardware and applications are necessary. Proven knowledge of basic PC troubleshooting of and Windows 7 and Windows 10. Required professional attitude, company focus, and strong work ethic and proven ability to follow through on open issues and handle multiple priorities in a fast-paced environment with dynamic priorities are needed to perform the job duties. Must be able to obtain Public Trust security clearance. Ability to work shift work, which may include overnights and weekends to support 24/7/365 operations.
The Tier 1 Help Desk Lead position requires the Lead to be able to work the shifts below,
Shift Options and Requirements
Saturday and Sunday 5 am - 5:30 pm, Monday and Tuesday 7 am - 3:30 pm
Monday Tuesday 3PM- 11:30 pm Monday Tuesday 3PM- 11:30 pm
Saturday Sunday 5 pm - 5:30 am Monday Tuesday 3PM- 11:30 pm
Help Desk Leads should have a HS Diploma or GED. CompTIA A+ (IT Technician Designation) certificate required and Microsoft Office Specialist (MOS) (Access, Excel, PowerPoint, or Outlook) certification. Candidates who do not already have MOS certification must commit to being fully certified within 30 days of hire.
We do not let our tremendous growth (mostly from repeat business) distract us from our focus on excellent customer service and superior technical skills. This measurable success, our unwavering commitment to produce breakthrough performance as well as our 80+ combined years of experience in software and services, make us a clear choice among our competitors.
To provide our clients unparalleled services, and support that drive greater results and higher value.
We believe we must excel in everything we do. That goes for our daily business endeavors, as well as our personal endeavors. There is no such thing as not enough time. There is always time to assist others to benefit the greater good. We apply this vision to both our customers and prospects, and those we encounter in our every day endeavors.