Help Desk Team Lead

Chadwell Supply•Phoenix, AZ

1d•$24 - $25•Hybrid

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 technology issues, manages staffing and equipment, and monitors service delivery against IT and corporate standards. The Team Lead also serves as an escalation point between Help Desk staff and Level 3 administrators, coordinates outage communications and root-cause analysis, 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 the MS Office suite, including Word, Excel, and MS 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 maintain 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 supporting issues such as 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, improve service levels, address recurring issues or requests, and monitor results.
Promote excellent customer service and effective response times, and provide expert guidance on general support issues.
Enforce quality-of-service guidelines for customer interactions, service completion, and overall customer satisfaction.
Analyze issue-reporting trends, develop preventative solutions, suggest process improvements, and create enhanced 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 needed for departmental needs.
Manage communication of outages or emergency activities to the organization and determine root causes to help prevent future service interruptions.
Act as an escalation point between Help Desk support staff and Level 3 administrators in the ERP, Network, Data, and Applications teams.
Partner with HR, Facilities, and managers to create a positive experience for existing and newly hired employees.