Help Desk Team Lead
1 month ago
Job Summary:
The Help Desk Supervisor is responsible for overseeing the level one support team, ensuring the resolution or escalation of end-user incidents to either development or other support groups. This individual is responsible for managing all procedures related to the identification, prioritization, and resolution of end-user help requests.
Key Responsibilities:
- Oversee the level one support team and ensure timely resolution of end-user incidents
- Manage procedures related to help request identification, prioritization, and resolution
- Coordinate department functions and monitor tracking of help requests
- Ensure end-users receive appropriate assistance in a timely manner
Requirements:
- Bachelor's Degree or 5+ years of experience in Information Technology or Business
- 5+ years of progressive help desk experience in a technical support environment
- Prior experience as a Supervisor or Manager in a helpdesk environment
- Experience using and administering help desk ticketing systems
- Experience with Linux troubleshooting in a Windows environment
- Flexibility to work an on-call schedule remotely on some weekends
- Experience doing yearly employee evaluations
Preferred Qualifications:
- Experience with Service Now
About the Role:
This is a challenging and rewarding role that requires strong leadership and technical skills. The successful candidate will have a proven track record of managing help desk teams and ensuring excellent customer service.
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