Tier II Helpdesk Team Lead

3 weeks ago

Hackensack, United States Bowman Williams Full time

Company Overview: Join a trailblazer in IT Managed Services, serving the vibrant New York City and Northern New Jersey areas. Our company excels in designing, building, and maintaining robust IT infrastructures for mid-sized businesses, offering innovative solutions and exceptional support. We are experiencing exciting growth and are on the lookout for a dynamic leader to join our expanding team.


Position: Tier II Helpdesk Team Lead

Why This Role Matters: As a Tier II Helpdesk Team Lead, you will be at the heart of our IT operations, directly impacting the quality of support we provide. This role combines leadership with hands-on problem-solving, offering you the chance to guide a talented team while also stepping in to resolve complex technical issues. If you're passionate about service excellence and thrive in a fast-paced environment, this is the perfect opportunity for you.


Key Responsibilities:

  • Lead, inspire, and manage the Tier II Helpdesk team, ensuring exceptional service delivery and customer satisfaction.
  • Actively engage in support ticket resolution, providing expert-level assistance and troubleshooting.
  • Develop and refine service desk processes, aiming for continuous improvement and efficiency.
  • Monitor and report on key performance indicators (KPIs) and service level agreements (SLAs) to drive team performance.
  • Implement and advocate for ITIL best practices to standardize and enhance service management.
  • Oversee the creation and delivery of comprehensive training materials to ensure team readiness.
  • Mentor and coach team members, fostering a culture of excellence and professional growth.
  • Identify opportunities for process improvements to enhance productivity and service quality.
  • Set and manage goals and expectations for daily tasks and special projects.
  • Maintain thorough documentation on system changes, procedures, and team processes.
  • Leverage your expertise in Active Directory, DNS, VSphere, M365 Administration, and general networking principles to lead by example.


What We’re Looking For:

  • Significant experience in a large MSP Service Desk environment, with a track record of successful team leadership.
  • Expertise in ITIL process design and service management.
  • Proven ability to operate effectively in a high-visibility, time-sensitive setting.
  • Familiarity with service desk technology solutions (e.g., ConnectWise Manage) and performance metrics.
  • Strong organizational, time management, and attention-to-detail skills.


Why Join Us?

  • 100% Company-Paid Health Insurance: Comprehensive coverage with no cost to you.
  • Dental and Vision Insurance: Keep your smile and sight in top shape.
  • Generous PTO: Enjoy ample paid time off to recharge.
  • $50 Phone Reimbursement: Stay connected without the extra cost.
  • 401(k) with Safe Harbor Match: Secure your financial future with our robust retirement plan.
  • Certification Reimbursement: Advance your career with support for professional certifications.
  • Internal Training Program: Continuous learning and growth opportunities within the company.


Are you ready to lead a high-performing team and drive exceptional IT support? Apply today and become a key player in our success story

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