Help Desk Lead

3 weeks ago

Grand Rapids, United States Boyd Company Full time
Job Description

Job Summary

The IT Helpdesk Lead is a member of Boyd's Information Technology team. The IT Helpdesk Lead is responsible for managing the helpdesk team to ensure efficient and effective technical support for all users. This role involves overseeing daily operations, providing advanced technical support, and implementing best practices to enhance service delivery.

Essential Job Responsibilities

  • Team Supervision: Lead and mentor helpdesk technicians, ensuring high performance and professional development.
  • Ticket Management: Oversee the helpdesk ticketing system, ensuring timely and accurate resolution of support requests.
  • Technical Support: Handle complex technical issues escalated by the team, providing advanced troubleshooting and solutions.
  • Process Improvement: Develop and enforce helpdesk policies and procedures to improve efficiency and service quality.
  • Customer Satisfaction: Maintain high levels of customer satisfaction through effective communication and service delivery.
  • Resource Management: Manage IT assets and resources, ensuring proper allocation and maintenance, including managing licensing (Microsoft O365)
  • Mobile Phones: Manage deployment, on- and off-boarding and international plans for company issued mobile phones
  • Executive Support: Provide white glove support to senior level executives when needed.
Company Overview

Boyd is the world's leading innovator in sustainable engineered material and thermal solutions that make our customers' products better, safer, faster, and more reliable. We develop and combine technologies to solve ambitious performance targets in our customers' most critical applications. By implementing technologies and material science in novel ways to seal, protect, cool, and interface, Boyd has continually redefined the possible and championed customer success for over 90 years.

Additional Information

This document is intended to describe the general content of, and requirements for performing this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.

Boyd is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disabilities age, sexual orientation, marital or veteran status, or any other legally protected status.

Requirements

Required Qualifications
  • Bachelor's degree in IT, Computer Science, or a related field.
  • 3-5 years of IT support experience, with at least 2 years in a supervisory role.
  • Strong knowledge of helpdesk operations and ITIL framework.
  • Proficiency in helpdesk ticketing systems (e.g., ServiceNow, Jira).
  • Excellent leadership, problem-solving, and communication skills.
  • Relevant certifications (e.g., ITIL, CompTIA A+) are a plus.
  • Proficient with MS Office software (Word, PowerPoint, Excel, Outlook) and use of a PC.
Preferred Skills and Experience
  • Strong attention to detail with a focus on quality at all times.
  • Strong verbal and written communication skills.
  • Good analytical and decision-making skills
  • Strong organization and time management skills with the ability to prioritize work based on business needs.
  • Ability to define problems, collect data, establish facts, and draw valid conclusions, to prioritize and work in a multi-tasked environment
  • Ability to work under time constraints with changing priorities under minimal supervision.
  • Must be able to follow directions and work in a team environment.
Physical Requirements
  • Ability to lift a minimum of 25lbs. with or without accommodations
  • Ability to sit and work at a computer and conduct meetings and conversations via telephone and video conferencing software

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