Help Desk Account Team Lead

$40,000 - $46,000/Yr

Support305 - Miami, FL

Full-time - Mid Level

Miami, FL

Professional, Scientific, and Technical Services

About the position

The Helpdesk Team Leader will oversee the technical support team, ensuring efficient service delivery and fostering a collaborative environment. This role is crucial for maintaining high levels of customer satisfaction while implementing best practices in helpdesk operations. The ideal candidate will have strong analytical skills and a solid understanding of IT infrastructure, including servers and networks, along with excellent communication skills.

Responsibilities

• Manage the helpdesk team, providing guidance and support to ensure effective resolution of technical issues.
• Analyze helpdesk performance metrics to identify areas for improvement and implement necessary changes.
• Coordinate business continuity planning efforts to minimize downtime during incidents.
• Utilize tools for monitoring network performance and troubleshooting issues.
• Facilitate the use of SharePoint for documentation and knowledge sharing among team members.
• Ensure processes and guidelines are followed.
• Provide technical support as necessary and on ticket escalations.
• Provide Account Management with consistent communication with clients.
• Work with Project Managers.
• Work with CTO and COC Officer developing consistent reporting mechanisms and Quarterly Business Reviews.
• Meet and exceed all individual and company goals.

Requirements

• Bachelor's degree in Computer Science or related field.
• Minimum of 3 years of customer service experience.
• Proficiency and minimum 3 years experience in server management and network troubleshooting.
• Strong organizational skills with the ability to prioritize tasks effectively.
• Excellent analytical skills to assess situations and develop strategic solutions.
• Strong communication skills, both verbal and written, to interact with technical and non-technical staff and clients.
• Understanding of Managed Service Provider concepts.
• Proof of CompTIA Network+, Microsoft related certifications, or equivalent technical university classes.

Nice-to-haves

• Cybersecurity training, experience, certifications, or degree.
• Experience with Azure.
• Experience with SharePoint.

Benefits

• Health insurance
• Paid time off