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Lead, Help Desk

3 months ago

New York, United States Material Full time
About us

We turn customer challenges into growth opportunities. Material is a global strategy partner to the world's most recognizable brands and innovative companies. Our people around the globe thrive by helping organizations design and deliver rewarding customer experiences.

We use deep human insights, design innovation and data to create experiences powered by modern technology. Our approaches speed engagement and growth for the companies we work with and transform relationships between businesses and the people they serve.

About the Lead, Help desk role

Material IT prides itself on embodying Material's BUILD values by showing Bold Ownership, Unity, having Impact, Learning and Diversity. Our Helpdesk Leads play a vital role in bringing these values to life by overseeing day-to-day operations of the Material IT Helpdesk team, bringing a People First orientation to our hybrid and in-person customer service. Helpdesk Leads mentor teams of Helpdesk agents, handling escalations, and modelling best practices to drive continuous improvement of the Material IT Helpdesk. Reporting to the Helpdesk Manager, you will have positive impact by improving First Reply and Full Resolution times in a courteous, professional manner that demonstrates Material IT puts People First.

As a Lead, Help desk, you will

  • Training & Mentoring: Mentor agents on best practices for ticket handling, setting & meeting customer expectations and understanding industry standards & trends
  • Quality Assurance: Monitor quality of customer service provided by help desk agents, ensuring tickets are handled promptly, accurately, and professionally. Conduct regular quality assurance reviews for coaching & feedback to improve agents' performance.
  • Operational Efficiency: Ensure tickets are addressed within expected SLAs. Actively suggest process enhancements based on day-to-day operations and test new tools to ensure they're fit for the team before a full-scale rollout.
  • Communication: Act as an escalation point between agents and Helpdesk manager, ensuring a two-way flow of feedback. Facilitate smooth communication within the Helpdesk team and encourage cross-team collaboration for knowledge transfer.
  • Performance Monitoring: Keep a close eye on agent performance metrics and provide regular reports to the Helpdesk Manager. Identify areas of improvement and coordinate with the manager for any required training or process modifications.
  • Resource Management: Proactively identify resource needs for your pods and communicate needs to management. Ensure optimal shift coverage and address any scheduling conflicts promptly.
  • Knowledge Management: Regularly contribute to and update our knowledge base. Champion its use amongst agents and liaise with IT partners to ensure its accuracy.
  • Escalation Handling: Act as the first line of escalation for agents. Address unresolved issues by evaluating & escalating them to the appropriate managerial level (as needed), ensuring no concern goes unaddressed.
  • Team Morale: Continuously work towards boosting team morale. Live our values, recognize achievements, celebrate milestones, and ensure a positive, productive work environment.
  • Collaboration: Collaborate with other IT teams and leads. Regularly liaise with IT peers to stay aligned on support processes and ensure a cohesive IT support ecosystem within the organization.
About you
  • A bachelor's or master's degree in computer science, information systems, business administration or a related field, or equivalent work experience.
  • 5+ years' experience in IT advanced support topics - Well versed in hardware, software, network, access, and customer success.
  • Excellent supervisory skills, with the ability to motivate, mentor, and lead the first response team
  • Experience troubleshooting Microsoft 365 and Google Workspace
  • Experience troubleshooting web conferencing tools including Teams, Meet & Zoom
  • Ability to troubleshoot Windows and MacOS devices
  • Respond to tickets in accordance with SLA guidelines
  • Record, track, and document the helpdesk request problem solving process including actions taken through to the final resolution
  • Excellent problem-solving skills with the ability to diagnose and resolve technical issues efficiently
  • Strong interpersonal skills with a customer-first mindset
  • Ability to communicate effectively in English, both verbally and in writing
  • Ability to work independently and as part of a team
  • Comfortable working in a fast-paced, dynamic environment
  • Willingness to learn and stay current with industry trends and best practices
  • Detail-oriented and organized, with strong time management skills
  • A positive attitude and commitment to delivering an exceptional customer experience
  • Ability to manage multiple tasks and prioritize effectively, with a strong attention to detail
Why work for Material?

In addition to fulfilling, high-impact work, company culture and benefits are integral to determining if a job is a right fit for you. Here's a bit about who we are and highlights around what we offer.

Who We Are & What We Care About
  • Material is a global company and we work with best-of-class brands worldwide. We also create and launch new brands and products, putting innovation and value creation at the center of our practice. Our clients are in the top of their class, across industry sectors from technology to retail, transportation, finance and healthcare.
  • Material employees join a peer group of exceptionally talented colleagues across the company, the country, and even the world. We develop capabilities, craft and leading-edge market offerings across seven global practices including strategy and insights, design, data & analytics, technology and tracking. Our engagement management team makes it all hum for clients.
  • We prize inclusion and interconnectedness. We amplify our impact through the people, perspectives, and expertise we engage in our work. Our commitment to deep human understanding combined with a science & systems approach uniquely equips us to bring a rich frame of reference to our work.
  • A community focused on learning and making an impact. Material is an outcomes focused company. We create experiences that matter, create new value and make a difference in people's lives.
What We Offer

In addition to Medical, Dental, Vision, Life, Disability and FSA, Material offers:
  • A work environment that works best for you. Whether that's fully remote, in one of our offices, or hybrid.
  • Flexible & synchronous time off. We trust our colleagues to take responsibility for and manage their workloads. That's why we offer Flexible Time Off along with synchronous companywide closures and 11 company holidays.
  • 12 weeks of paid parental leave. Every parent deserves to spend the first few months of their new child's life with them.
  • Help planning for your future. We offer 401K match, as well as periodic financial wellness and planning sessions throughout the year.


Pay Range: $23.58 - 30.44 per hour

The range shown represents a grouping of relevant ranges currently in use at Material. Actual range for this position may differ, depending on location and specific skillset required for the work itself.

Privacy Statement

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If you need support with a privacy-related matter, please send an email to: privacyrequests@materialplus.io