IT Help Desk Lead

Driven Advisors•Guaynabo, PR

10d•Onsite

About The Position

The IT Help Desk Lead is responsible for providing technical support to all departments to ensure the smooth operation of computer systems and maximize end-user productivity. This role oversees the performance, operation, and delivery of IT support services, ensuring that systems remain functional, reliable, and available to meet business needs.

Requirements

Bachelor’s degree in IT or a related field
3 to 5 years of experience in IT support
3 to 5 years of leadership or supervisory experience required
Effectively present information in one-on-one settings
Excellent listening and questioning skills to identify issues and clearly explain solutions
Communicate fluently in both Spanish and English
Demonstrate a mature and professional demeanor
Work independently while understanding written instructions and communications
Strong problem-solving abilities
Basic math skills
Customer-service focus
Attention to detail
Ability to prioritize tasks
Consistently demonstrate punctuality, reliability, empathy, and professionalism
Apply common sense understanding to carry out detailed but uninvolved written or oral instructions
Ability to deal with problems involving a few concrete variables in standardized situations

Nice To Haves

Relevant certifications (CompTIA Network+, CCNA, ITIL, Microsoft) preferred

Responsibilities

Ensure all IT support requests are managed efficiently and in accordance with Service Level Agreements.
Supervise and support the Help Desk team, including performance monitoring, coaching, training and onboarding.
Manage ticket queues, workload distribution and service quality to maintain high performance standards.
Troubleshoot, resolve and document technical issues, ensuring accurate records in ticketing systems.
Install and support user Computers, IP Phones, Smartphones, Tablets, Printers, TV and other networked devices.
Request information from users, analyzes technology performance, and makes recommendations for new hardware, software or peripherals.
Prepares or develop analytical reports and communicates progress updates to management.
Collaborates with internal and external sources or vendors.
Deploy, configure and upgrade application software, such as productivity software, specialized applications, enterprise antivirus or diagnostics programs.
Maintain equipment inventory and manage the process for equipment storage.
Maintains a high level of technical competence; assists staff in resolving complex technical problems and works with customers to ensure solutions are satisfactory.
Regulate user access to sensitive files to protect against internal security breaches.
Occasionally required to review spam emails and phishing alerts.
Provide support for end-user desktops, laptops, smartphones, tablets, portable Wi-Fi devices, printers, IP phones, and other network-connected technologies.
Communicates IT policies, procedures, and standards and promotes adherence to organizational objectives, quality assurance programs, security requirements, and safety standards of Driven.
Provide support for the installation and activation of Microsoft Office 365, Antivirus licenses.