Help Desk Lead
About The Position
The Help Desk Team Lead oversees and manages the IT Help Desk function and its employees to ensure high-quality service levels. The role leads help desk and hardware technicians supporting day-to-day user and device issues, manages staffing and performance, tracks service metrics and service-level agreements, coordinates equipment purchasing, and drives improvements to support processes and customer service. The Help Desk Lead also manages outage communications, investigates root causes, serves as an escalation point to Level 3 IT teams, visits warehouses as required to address persistent issues, and partners with HR, Facilities, and managers to support a positive employee experience.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, Management Information Systems, Engineering, or Accounting.
- 3–5 years of experience in an IT Service Desk environment or a related environment.
- Advanced verbal and written English language skills.
- Advanced proficiency in Microsoft Office, including Word, Excel, and Outlook.
- Excellent organizational and time-management skills.
- Advanced technical and analytical skills.
- Advanced interpersonal skills.
- Aptitude for understanding and facilitating profitable technology initiatives.
- Ability to translate technical knowledge into actionable direction.
- Ability to work closely with other IT team members to meet the System Reliability Service Level Agreement.
- Must achieve a 98% or better SLA success rate each month.
- Same-day resolution of user issues.
- Must complete 40 hours of classroom or online skills training each year.
Responsibilities
- Lead help desk and hardware technicians who resolve day-to-day issues involving logins, password resets, printer installations, software updates, antivirus, malware removal, client-machine rebuilds, memory, and other hardware installations.
- Manage resource allocation and staffing coverage, monitor performance, and support career development through annual staff reviews.
- Meet Help Desk service-level agreements established by IT and Corporate Leadership.
- Coordinate equipment purchasing and ensure the department is properly stocked.
- Establish, track, and analyze service delivery and technical metrics; ensure targets and standards are met; implement improvements; address recurring issues and requests; and monitor results.
- Promote excellent customer service and effective response times, and provide expert insight into general support issues.
- Enforce quality-of-service guidelines for customer interactions, service completion, and customer satisfaction.
- Analyze issue-reporting trends, develop preventative solutions, recommend process improvements, and enhance procedures.
- Visit warehouses as required to resolve long-standing issues.
- Complete and deliver daily, weekly, and monthly statistics, status reports, and graphical reporting aids, modifying them as departmental needs evolve.
- Manage communications about outages and emergency activities, and determine root causes to help prevent future service interruptions.
- Serve as an escalation point between Help Desk staff and Level 3 administrators in the ERP, Network, Data, and Applications teams.
- Partner with HR, Facilities, and managers to create a positive employee experience for current and newly hired employees.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Disability insurance
- 401(k)
- 104 hours of paid time off accruals
- Complimentary gym access
- Employee discount program
- Hybrid work schedule with two days at home and three days in the office
- Long-term career opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Manager
