Help Desk Leader

stand out for good•Knoxville, TN

52d

About The Position

The Help Desk Leader, is responsible for leading a high-performing team dedicated to providing exceptional technical support with a strong focus on outstanding guest service. This role ensures the efficient resolution of technical issues for internal and, where applicable, external guests, while consistently upholding the highest standards of professionalism, empathy, and guest satisfaction. The ideal candidate will possess a deep understanding of support operations, combined with a passion for delivering memorable service experiences for those you serve.

Requirements

Basic understanding of hardware troubleshooting (desktops, laptops, printers).
Exceptional interpersonal and communication skills (verbal and written).
Proven ability to lead, motivate, and develop a team.
Strong problem-solving and analytical abilities.
High degree of empathy, patience, and a positive attitude.
Ability to work under pressure and manage multiple priorities effectively.
Excellent organizational and time management skills.
Proactive and results-oriented.
Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field. Equivalent work experience may be considered.
Strong understanding of IT fundamentals, including operating systems and help desk ticketing systems (e.g., ServiceNow/Freshdesk).

Nice To Haves

Proven experience in a guest-facing or customer service-centric environment is highly preferred (e.g., hospitality, retail, customer support center).
Familiarity with remote support tools.

Responsibilities

Champion a "guest-first" culture within the help desk team, emphasizing proactive communication, active listening, and a personalized approach to support.
Develop and implement guest service standards, scripting, and best practices for all interactions (phone, email, chat, in-person).
Monitor and analyze guest feedback (surveys, comments, etc.) to identify areas for improvement and implement corrective actions.
Train and coach team members on advanced guest service techniques, de-escalation strategies, and effective communication.
Train, mentor, and evaluate help desk technicians, fostering a collaborative and supportive team environment.
Set clear performance goals and provide regular feedback to team members, conducting performance reviews and career development discussions.
Schedule and manage team shifts, ensuring adequate coverage for all operational hours.
Foster a culture of continuous learning and improvement within the team.
Oversee the day-to-day operations of the help desk, ensuring timely and efficient resolution of all incoming support requests.
Implement and optimize help desk ticketing systems (e.g., ServiceNow, Zendesk, FreshService) to streamline workflows and track metrics.
Develop and maintain knowledge base articles, FAQs, and self-help resources for common issues.
Monitor key performance indicators (KPIs) such as first-call resolution, average handling time, guest satisfaction scores, and ticket backlog.
Identify recurring technical issues and work with other IT teams to implement long-term solutions.
Ensure compliance with IT policies, procedures, and security best practices
Communicate technical information clearly and concisely to non-technical guests.
Act as a bridge between technical teams and guest-facing departments, ensuring alignment of service goals.