IT Help Desk Team Lead

The Opportunity

Supervises a team of IT Helpdesk agent’s customer support operations; technical coach and mentor to team members and technical assistance to end users with system and network requests. Works closely with IS Manager for continuous improvement of SLAs and projects.

The Role

• Lead a small team of diversely skilled IT Help Desk agents located in office and remotely.
• Monitor IT Help Desk ticketing system to ensure timely resolution of open tech support issues assigned, as well as those assigned to supervised team within client defined SLA.
• Adhere to IT helpdesk policies and procedures to address incoming incidents/service tickets including categorization, prioritization, resolution and/or escalation.
• Ensure sufficient on-call after-hours support levels are maintained for managed team.
• Answers, evaluates, and prioritizes helpdesk requests with team from users experiencing problems with har...