Help Desk Team Lead - Network Operations Center

K Group Companies•Grand Rapids, MI

About The Position

The Help Desk Team Lead serves as a Service Delivery Coordinator and the operational lead for the help desk team, ensuring service excellence while actively developing the technical support team. This role is responsible for maintaining queue health, resolving high-priority escalations, and serving as the primary liaison for client relations. The ideal candidate possesses high emotional intelligence and the ability to balance the distinct needs of clients, technicians, and the business in a fast-paced, collaborative environment. For more than 40 years, K Group Companies has been one of West Michiganâs premier technology providers. From Managed IT services to physical security integration, our team has established itself as a known, trusted advisor to our community. As a local, 3rd generation family-owned business, we pride ourselves in reliable, intentional, and committed relationships with our customers â and each other! Whether we are helping customers secure their environment, beating each other at Mario Kart in our Team Zone arcade, or grabbing lunch at our local BBQ restaurant, we delight in collaboration and making a difference as a team. We truly believe that we are better together!

Requirements

3+ years of experience in help desk operations or service coordination.
Minimum of 1 year of experience in a leadership or supervisory capacity.
Demonstrated experience with PSA or ticketing tools is required (ConnectWise strongly preferred).
Familiarity with IT support and physical security terminology is essential.
Proven ability to manage billing processes, time entry audits, and SLA compliance.
Superior written and verbal communication skills, with a track record of de-escalating critical client situations.
Proficiency with Windows, Mac, and Microsoft 365 environments.

Responsibilities

Manage and mentor a team of help desk technicians, conducting regular 1:1 meetings and performance evaluations to foster professional growth.
Coordinate technical training and cross-training initiatives across IT support and physical security disciplines.
Participate in leadership meetings and contribute to quarterly objective planning and execution (utilizing EOS methodology).
Proactively monitor ticket queues to ensure efficient workflow, intervening immediately when tickets require reprioritization or reassignment.
Optimize resource scheduling using ConnectWise, aligning technician assignments with specific skill sets and urgency levels.
Manage the escalation lifecycle to Tier 2 field engineering, including securing client approval and facilitating handoffs to project management.
Oversee adherence to Service Level Agreements (SLAs) and analyze resource utilization to maximize team efficiency.
Act as the primary point of escalation for complex client issues, utilizing strong conflict resolution skills to maintain client satisfaction.
Manage strategic relationships with VIP and high-priority accounts.
Maintain transparent communication with clients regarding incident progress, scheduled maintenance, and service outages.
Track and report on Key Performance Indicators (KPIs), including response times, resolution rates, and technician utilization.
Conduct regular ticket audits and review time entries to ensure billing accuracy and data integrity.
Manage administrative aspects of the team, including scheduling, time-off requests, and workload distribution.