IT Helpdesk Lead

4 days ago


Grand Rapids MI USA, United States Boyd Company Full time

Job Title: IT Helpdesk Lead

Job Summary:

The IT Helpdesk Lead is a key member of the Boyd Company's Information Technology team. This role involves overseeing daily operations, providing advanced technical support, and implementing best practices to enhance service delivery.

Key Responsibilities:

  • Team Supervision: Lead and mentor helpdesk technicians to ensure high performance and professional development.
  • Ticket Management: Oversee the helpdesk ticketing system to ensure timely and accurate resolution of support requests.
  • Technical Support: Handle complex technical issues escalated by the team, providing advanced troubleshooting and solutions.
  • Process Improvement: Develop and enforce helpdesk policies and procedures to improve efficiency and service quality.
  • Customer Satisfaction: Maintain high levels of customer satisfaction through effective communication and service delivery.
  • Resource Management: Manage IT assets and resources to ensure proper allocation and maintenance.

About Boyd Company:

Boyd Company is the world's leading innovator in sustainable engineered materials and thermal solutions. We develop and combine technologies to solve ambitious performance targets in our customers' most critical applications.

Requirements:

  • Bachelor's degree in IT, Computer Science, or a related field.
  • 3-5 years of IT support experience, with at least 2 years in a supervisory role.
  • Strong knowledge of helpdesk operations and ITIL framework.
  • Proficiency in helpdesk ticketing systems.
  • Excellent leadership, problem-solving, and communication skills.

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