Help Desk Team Lead

1 month ago


Cleveland, Ohio, United States Insight Global Full time
Help Desk Supervisor Job Description

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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