Helpdesk Technician - Remote II

The Wendy's Company

About The Position

The Helpdesk Technician leads a team of helpdesk technicians in delivering customer service and support, resolving issues promptly, and maintaining customer satisfaction. The role oversees daily team operations, develops staff capabilities, monitors performance and service quality, handles escalations, reports on team and customer issue trends, and addresses complex customer concerns. The job operates in a fast-paced professional office environment and routinely uses standard office equipment, including computers, phones, photocopiers, filing cabinets, and fax machines.

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
Proven experience as a helpdesk technician or in a similar role.
Strong leadership and decision-making skills.
Excellent communication and interpersonal skills.
Proficiency in helpdesk software and databases.
Ability to handle high-pressure situations calmly and effectively.

Nice To Haves

Certifications such as ITIL, HDI, or Microsoft Certified Professional.
Experience in a supervisory or leadership role.
Knowledge of the industry's latest technology trends and applications.

Responsibilities

Manage the helpdesk team's day-to-day operations.
Delegate tasks and set deadlines for the internal team.
Motivate team members and regularly assess performance.
Identify staffing needs and assist with hiring and training.
Identify skill gaps and organize training to meet technical and customer service standards.
Mentor team members to enhance their skills and career progression.
Monitor team performance against KPIs and objectives.
Provide regular performance feedback and manage performance reviews.
Ensure the team follows service management and best-practice methodologies.
Implement quality control measures to maintain high service standards.
Act as the first point of contact for escalations of complex issues unresolved by team members.
Develop and implement strategies to solve recurring technical issues.
Prepare and deliver regular reports on team performance, achievements, and areas for improvement.
Analyze customer issue and system performance trends to guide improvements.
Handle complex customer service issues or complaints.
Ensure customer satisfaction and maintain long-term customer relationships.