Team Lead

2 months ago


New York, United States ISNY Full time
Job DescriptionJob Description

Only seeking candidates with management experience in the IT industry, with a stable job length history.- READ CAREFULLY.

 

Positions: Team Lead - Help Desk Manager.

Are you a strategic thinker with strong management skills? Do you enjoy a warm, fun and fast-paced a culture?

If so, we have an exciting opportunity for you to join our team as a Team Lead - Help Desk Manager.

 

Work description:

ISNY, is a leading IT and Cybersecurity Company located in the NYC area. we pride ourselves in delivering high quality IT and security services. We are rapidly growing, and looking to add new, career-driven team members.

In this role, you will be responsible for managing a team of 12 IT Service Desk support engineers, that provide support to our clients, and leading them in delivering exceptional service.

As a Team Lead and help desk manager, you will be responsible for mentoring and coaching junior members of the team, overseeing day-to-day operations, and ensuring all support tickets are resolved effectively and in a timely manner, as well improve processes, and enhance customer satisfaction.

 

Responsibilities;

  • Manage and mentor a team of Level 12 support technicians.
  • Collaborate with 2 Help Desk dispatchers.
  • Oversee all support tickets and ensure timely resolution.
  • Continuously improve support processes and procedures.
  • Act as technical escalation point for the Service Desk.
  • Ensure proper ticket triage.
  • Quality assurance
  • Ensure documentation is up to date (IT Glue).
  • Work closely with clients to ensure satisfaction and address any escalations.

 

Experience;

  • 5+ years of experience in IT support, with at least 2 years in a managerial role.
  • Expertise in Windows desktop and server operating systems.
  • Strong knowledge of networking, virtualization, and cloud technologies.
  • Strong knowledge in O365 administration.
  • Excellent communication and customer service skill.

 

MSUT BE;

  • Extremely committed and responsible.
  • Quick learner.
  • Resolution oriented.
  • Hungry to learn and advance in their career.
  • Passion to improve processes and services.

 

This position requires high responsibility and dedication only apply of you feel you have this personalities.

Key factor for this job is previous job length, if you had multiple positions in short period of time please do not apply.

This in not a remote position.

 

Nice to have – (Not required);

  • Bachelor’s Degree Computer Science or Information Systems
  • Industry Certifications – Microsoft, CompTIA A, Network +.
  • Prior MSP Experience.

 

Benefits;

  • PTO and vacations
  • Payments towards health benefits
  • Paid training and certification benefits
  • Competitive pay.

 



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