Help Desk Team Lead

3 weeks ago


Durham, New Hampshire, United States Alexander Technology Group Full time

Alexander Technology Group is seeking a seasoned Help Desk Team Lead to oversee the technical support team and provide expert guidance on software, hardware, and services.

This is a full-time salaried position that requires a strong leader to manage the Help Desk team and ensure efficient and timely resolution of technical issues.

  • Key Responsibilities:
  • Lead and oversee the Help Desk team, providing technical support for software, hardware, and services like Azure AD and Microsoft 365.
  • Ensure that technical issues are resolved efficiently and effectively, meeting Service Level Agreements (SLAs) set by leadership.
  • Manage incidents and requests via the IT Service Management (ITSM) system, monitoring team performance and escalating issues as needed.
  • Collaborate with peer team leads to establish Standard Operating Procedures (SOPs), improve services, and maintain consistency in support.
  • Provide advanced technical support, model exceptional customer service, and act as the point of contact (POC) for technical issues.
  • Participate in Incident Response, ensuring high-quality execution in line with SLAs and procedures.

Requirements:

  • 2+ years of experience as a Help Desk Lead or in a similar technical leadership role.
  • Strong knowledge of Windows 10, Office 365, Active Directory, and Azure.
  • Ability to pass a background check and work on-site daily.


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