Help Desk Team Lead
About The Position
At Western, “what” you know is important, but not as important as how you relate to teammates and customers. Out environment is based on the principals of respect, curiosity, creativity, individual empowerment, and the ability to listen effectively and communicate openly. We also believe in continual learning, bias toward action, keeping commitments, and doing our absolute best every day. We believe that our ability to deliver on our promise is a result of these high standards. The Help Desk Team Lead is responsible for overseeing daily Help Desk operations and supporting the performance and development of Help Desk Support Specialist I staff. This position ensures consistent ticket handling, high-quality customer service, and proper documentation and routing of requests. The Team Lead serves as the first escalation point for Tier 1 issues and plays a key role in maintaining efficient workflows, improving processes, and supporting a consistent support experience for Western team members.
Requirements
- High School Diploma required.
- Demonstrated experience in mentoring or leading others.
Nice To Haves
- Associate’s degree, technical training, or equivalent combination of education and experience preferred.
- 3–5 years of experience in IT support or Help Desk roles preferred.
Responsibilities
- Directly manages and leads Help Desk Support Specialist I staff
- Monitors and manages the daily ticket and phone queues to ensure timely response and resolution
- Ensuring tickets are properly documented, categorized, and routed according to established standards
- Serves as the first escalation point for Tier 1 issues
- Provides coaching and guidance to Tier 1 staff on troubleshooting, customer service, and ticket quality
- Assists with onboarding and training of new Help Desk staff
- Identifies trends in ticket volume and recurring issues
- Supports the development and maintenance of user-facing documentation and knowledge base articles
- Assists with handling tickets during high-volume periods as needed
- Works with Help Desk Manager to improve processes, workflows, and efficiency
- Other tasks and responsibilities as needed
Benefits
- This is a full time position with benefits.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
