Help Desk Team Lead
11 hours ago
Overview
SOS International LLC is seeking an experienced Help Desk Team Lead to join our team in El Paso, TX. The Help Desk Team Lead will be responsible for the support of Woodbridge, our Interpreter Services platform.
Key Responsibilities- Lead, oversee, train, and mentor less experienced staff.
- Track and report call volume and average time to resolution.
- Field phone calls and emails and create trouble tickets.
- Provide total customer support service as single point of contact for Tier 1 and Tier 2 level tickets.
- Provide phone and in-person support to users.
- Serve as the initial point of contact for troubleshooting hardware/software PC, printer, and mobile phone problems.
- Escalate tickets to the appropriate team.
- Ensure all tickets are updated with accurate information.
- Communicate technical issues and resolutions with clients.
- Train and mentor clients as needed to ensure their success within the team.
- High school diploma or equivalent.
- Minimum of five (5) years of help desk/technical support experience.
- Minimum of two (2) years of software support experience with Microsoft OS, Office Suite, and IBM Sametime.
- Minimum of two (2) years of hardware support experience with desktops, laptops, scanners, printers, mobile devices, etc.
- Ability to work in a fast-paced, rapidly changing environment.
- Excellent oral and written communication skills.
- Ability to work in a mission critical environment including shift work/non-standard hours, as required.
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