Helpdesk Team Lead

Curbell•Orchard Park, NY

About The Position

The Helpdesk Team Lead coordinates the work efforts of the Helpdesk Support Analysts and acts as a working Team Lead. This position along with the Helpdesk team provides informational and technical assistance regarding a wide range of issues across computers, phones, applications, and other related technology to all Curbell employees through interactions on the telephone, email, and other remote access techniques. This person may also be a secondary support person for various elements of technology as assigned by the Infrastructure Manager(s), including audio/video conferencing, voice communications, remote computing, software applications and tools, etc. Essential Functions: Plans, organizes, set priorities, and directs the Helpdesk Support Team to ensure a stable IT Operations environment, including technical guidance for directing and monitoring. Identifies, researches, and resolves technical problems. Performs various duties including the procurement of technical equipment and software, documenting procedures, setting up new computers, providing technical support, and installing/testing software. Provides support, in compliance with the Helpdesk Service Level Agreement, to business users who contact the support center requesting assistance with technical issues or questions. Documents, tracks and monitors the problem to ensure a timely resolution. Research and Development of technology to support business initiatives. Performs other duties as assigned. Job Specific Requirements: Analyze support trends in order to perform corrective training, develop work-arounds and resolve issues that may be recurring problems. Determine long term strategies for the end user computing environment. Assist the Infrastructure team with security planning and implementation.

Requirements

Leadership
Multi-Tasking
Sense Of Urgency & Work Ethic
Setting Priorities & Time Management
Problem Solving and Decision-Making
Planning /Organizing/Project Management

Responsibilities

Plans, organizes, set priorities, and directs the Helpdesk Support Team to ensure a stable IT Operations environment, including technical guidance for directing and monitoring.
Identifies, researches, and resolves technical problems.
Performs various duties including the procurement of technical equipment and software, documenting procedures, setting up new computers, providing technical support, and installing/testing software.
Provides support, in compliance with the Helpdesk Service Level Agreement, to business users who contact the support center requesting assistance with technical issues or questions.
Documents, tracks and monitors the problem to ensure a timely resolution.
Research and Development of technology to support business initiatives.
Performs other duties as assigned.
Analyze support trends in order to perform corrective training, develop work-arounds and resolve issues that may be recurring problems.
Determine long term strategies for the end user computing environment.
Assist the Infrastructure team with security planning and implementation.