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Technical Support Team Leader

2 months ago

Lakewood, United States CubX Full time
Job Description

About CubX:

CubX is an innovative Managed Service Provider (MSP) committed to delivering outstanding IT solutions tailored to our varied clientele. We cultivate a workplace that emphasizes creativity, automation, collaboration, and professional development. As we grow, we seek a skilled and motivated Helpdesk Manager to oversee our technical support team.

Position Overview:

The Helpdesk Manager is crucial in guaranteeing the provision of top-notch IT support services to our clients. This position demands a knowledgeable professional with extensive technical skills, proven leadership experience, and exceptional management capabilities. The ideal candidate will be an inspiring leader who instills confidence and excellence in their team while enhancing operational efficiency and client satisfaction.

Key Responsibilities:

  • Team Leadership and Development:
    • Guide, mentor, and cultivate a high-performing helpdesk team, promoting a culture of ongoing learning and enhancement.
    • Offer support and direction to team members, fostering their professional growth and ensuring they remain updated with industry advancements.
    • Serve as a role model, demonstrating professionalism, integrity, and a strong work ethic.
    • Conduct performance evaluations.
  • Operational Management:
    • Manage daily helpdesk operations, ensuring prompt and effective resolution of client inquiries.
    • Establish and enforce helpdesk policies, procedures, and standards to guarantee consistent and high-quality service delivery.
    • Analyze helpdesk performance metrics, identifying improvement opportunities and implementing necessary corrective measures.
    • Collaborate with other departments to ensure seamless service delivery and continuous enhancement of IT processes.
  • Technical Expertise:
    • Provide advanced technical support and guidance to the helpdesk team on intricate issues.
    • Stay informed about the latest technological advancements and ensure the team is prepared to tackle new challenges and innovations.
    • Assist in designing and implementing IT solutions for clients, leveraging technical skills to contribute to project success.
  • Client Relationship Management:
    • Act as the primary contact for escalated client issues, ensuring swift and effective resolution.
    • Develop and maintain strong relationships with clients, understanding their needs and ensuring satisfaction with our services.
    • Work closely with clients to anticipate future needs and propose proactive solutions.
  • Strategic Planning:
    • Contribute to the strategic planning of IT support services, aligning helpdesk operations with the company’s overarching goals.
    • Engage in budgeting and resource planning to ensure the helpdesk is adequately staffed and equipped to meet client demands.

Qualifications:

  • Bachelor's degree in Information Technology, Computer Science, or a related discipline.
  • At least 5 years of experience in IT support, with a minimum of 3 years in a management or leadership role, preferably within an MSP setting.
  • Extensive technical knowledge, including expertise in network infrastructure, cloud solutions, cybersecurity, and IT best practices.
  • Demonstrated success in leading and developing high-performing teams.
  • Exceptional problem-solving abilities and the capacity to manage complex technical challenges.
  • Strong organizational and operational management skills.
  • Excellent communication and interpersonal abilities, with a knack for building trust and rapport with both team members and clients.
  • Certifications such as ITIL, CompTIA A+, Network+, or equivalent are highly desirable.

Personal Attributes:

  • Inspirational leader who motivates others to achieve their best.
  • Decisive with a focus on results and operational efficiency.
  • Proactive and innovative thinker capable of anticipating challenges and developing solutions.
  • High level of integrity, professionalism, and a commitment to delivering exceptional service.

If you are an experienced IT professional with a passion for leadership and operational excellence, we encourage you to consider this opportunity.