Tier 3 Helpdesk Team Lead

STANDLEYS SYSTEMS LLC•Oklahoma City, OK

8d•Onsite

About The Position

The Standley Systems Helpdesk Team Lead will be responsible for creating, developing, and leading a professional service team that will achieve the highest client satisfaction. This position will report to the MS Service Manager. The role involves leading and mentoring a team of technicians and engineers, ensuring high performance and professional growth, and overseeing daily ticket management to achieve the highest client satisfaction by meeting customer needs courteously and promptly. The Team Lead will monitor individual performance, ensure compliance with safety and legal standards, coach team members, communicate progress to management, and keep Standard Operating Procedures (SOPs) up to date. Additionally, the role serves as third-level support for complex user issues, particularly related to servers and networks, oversees network and system monitoring for prompt issue resolution, and ensures timely and accurate incident communication. The position also focuses on developing and implementing processes to improve Helpdesk efficiency and effectiveness, adhering to industry best practices and company standards, and maintaining up-to-date technical knowledge through training.

Requirements

Passionate about and Motivated by Team success
Great attitude and Great work ethic to set the bar for his/her team.
Passionate about Client’s security and up time.
Highly organized and able to multi-task
Strong verbal communications
Successfully prioritize service issues based on multiple competing objectives while multitasking
Effectively communicate with team members & customers with excellent verbal and written communication skills
Highly Organized, detail oriented and self-motivated with Strong customer relationship skills
Ticketing management and reporting capabilities
Good driving record, valid driver’s license, and proof of insurance
Advanced knowledge of networking troubleshooting, including ISP Equipment, Firewalls, Switches and Servers
Excellent knowledge of PCs, Servers, MFPs, Email, VLANS, Wired and Wireless Networking, Storage and Backups
Strong experience with Multiple OS, Virtual Servers, Backup Restoration, Network Troubleshooting, Server Configuration
Excellent experience deploying, managing, and troubleshooting network and server infrastructures
5+ years’ experience in IT support
High School Diploma
Must be able to pass drug and alcohol screen.
Standley Systems has federal contracts that require compliance with the Drug-Free Workplace Act of 1988, therefore medical marijuana license-holders who test positive for marijuana will not be qualified for the position.
While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer and telephone keyboard
Specific vision abilities required by this job include close vision requirements due to computer work
Light to moderate lifting required
Regular, predictable attendance required
Travel to other Standley Systems offices and customer sites during normal business hours may be expected.

Nice To Haves

Azure Admin Associate, CCNA, VCP-DCV & CompTIA Server+ preferred
4 year college degree preferred

Responsibilities

Lead, and mentor a team of technicians and engineers, providing guidance and support to ensure high performance and professional growth.
Daily reviewing and managing the Helpdesk team’s tickets
Ensuring the highest client satisfaction by meeting customer’s needs in a courteous and timely manner
Monitor individual performance and progress
Ensure compliance with safety and legal standards
Coach team members as needed
Communicates progress, needs, and updates to management
Keep SOPs up to date
Lead their Team to maintain and exceed Service Benchmarks
Generate and analyze performance metrics, creating regular reports for management.
Provide insights and recommendations for continuous improvement.
Serve as third-level support for all users with the most complex problems, especially related to servers and networks.
Oversee the monitoring of networks, servers, and systems to identify and resolve issues promptly.
Ensure timely and accurate communication of incidents.
Develop and implement processes and procedures to improve the efficiency and effectiveness of the Helpdesk Team.
Ensure adherence to industry best practices and company standards.
Maintain and expand current technical knowledge by attending training classes and meetings
Proactively maintain servers and networks