Technical Support Team Leader

2 weeks ago


Schaumburg, Illinois, United States Solution Partners, Inc. Full time

Position Overview:

We are looking for a skilled Help Desk Manager to lead our client's Help Desk team and ensure top-notch support for end-users. The ideal candidate will possess a robust technical foundation, outstanding communication abilities, and effective team management skills. The Help Desk Manager will be tasked with overseeing support requests, managing the Help Desk operations, staffing, billing processes, performance reviews, and acting as the Autotask Administrator.

Key Responsibilities:

Oversee Support Requests:

  • Delegate support tickets to Engineers as necessary
  • Engage with customers to clarify issues and requirements
  • Escalate complex support matters to Senior Management and team members when required

Manage Help Desk Operations:

  • Establish and uphold formal procedures to enhance consistency and productivity
  • Implement strategies to boost first call resolution rates, manage customer perceptions, and foster strong internal relationships
  • Communicate Key Performance Indicators to Engineers and manage performance accordingly

Staffing and Development:

  • Recruit and build a competent Engineering team through effective hiring and training practices
  • Guide and inspire Engineering team members
  • Create strategies to ensure staff knowledge of technology aligns with company objectives

Billing Responsibilities:

  • Generate billing detail reports for Accounting related to monthly IT Services and MAC billing
  • Compile and submit project billing to Accounting upon project completion

Performance Reviews:

  • Organize and conduct annual performance evaluations for technical staff
  • Implement disciplinary actions, salary adjustments, and promotions as needed

Autotask Administration:

  • Oversee system users and their access levels
  • Continuously enhance knowledge of Autotask software and its functionalities

Qualifications:

  • Education/Experience:
  • Prior experience in Help Desk and staff management
  • Comprehensive understanding of IT Services

Skills Required:

  • Strong technical expertise
  • Proficiency in Autotask
  • Exceptional communication skills
  • Ability to effectively manage and develop a team

Special Considerations:

  • May require on-call duties and occasional travel (10-15%)


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