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Help Desk Team Lead
2 months ago
Job Summary
SOS International LLC is seeking an experienced Help Desk Team Lead to support the Woodbridge, our Interpreter Services platform. The successful candidate will be responsible for leading, overseeing, training, and mentoring less experienced staff.
Key Responsibilities
- Lead and oversee the Help Desk team to ensure efficient and effective support to customers.
- Train and mentor less experienced staff to develop their technical skills and knowledge.
- Track and report call volume and average time to resolution to ensure high-quality service delivery.
- Field phone calls and emails, and create trouble tickets to resolve customer issues.
- Provide total customer support service as a single point of contact for Tier 1 and Tier 2 level tickets.
- Provide phone and in-person support to users, and serve as the initial point of contact for troubleshooting hardware/software PC, printer, and mobile phone problems.
- Escalate tickets to the appropriate team to ensure timely resolution.
- Ensure all tickets are updated with accurate information to maintain a high level of customer satisfaction.
- Communicate technical issues and resolutions with clients to ensure transparency and trust.
- Train and mentor clients as needed to ensure their success within the team.
Requirements
- High school diploma or equivalent.
- Minimum of five (5) years of help desk/technical support experience.
- Minimum of two (2) years Software Support: Microsoft OS, Office Suite and IBM Sametime.
- Minimum of two (2) years Hardware Support: desktops, laptops, scanners, printers, mobile devices, etc.
- Ability to work in a fast-paced, rapidly changing environment.
- Must be comfortable working with and troubleshooting the Microsoft series of operating systems and applications.
- Excellent oral and written communication skills.
- Provide support in a mission-critical environment, including shift work/non-standard hours, as required.
Work Environment
Normal office working conditions. Requires periods of non-traditional hours, including consecutive nights or weekends when necessary. May require ability to lift/and or move objects or packages of up to 25 lbs.
