Help Desk Team Lead

3 weeks ago


Richmond, California, United States Serigor Inc. Full time
Job Requirements

Serigor Inc. requires a highly skilled Help Desk Team Lead to join our team.

Estimated Salary:$120,000 - $150,000 per year

This role involves leading a team of technical support specialists to provide technical support services to ensure timely problem resolution, system/data access and optimal system performance.

We are looking for an individual with strong leadership skills, the ability to communicate complex technical concepts, and excellent customer service skills.

Responsibilities:

  • Lead a team of technical support specialists to provide telephone, walk-in, and email support to the Help Desk Field/Faculty/Staff Help Desk, as needed.
  • Accurately document request history and work in Help Desk Ticketing System; documentation of efforts through the ticketing and inventory management systems.
  • Installation, configuration, set up and maintenance setup of desktop and laptop computer hardware and software for faculty, staff.
  • Managing system updates and patches and troubleshooting system issues.
  • Triage and route advanced second and third tier requests to the appropriate technical personnel.
  • Provide timely resolution of problem or escalation on behalf of the user by maintaining strong working relationships with IT professionals in areas such as network services, software systems engineers, and application developers.

Requirements:

  • Proficiency in various operating systems (Windows, macOS, Linux), understanding of network fundamentals (TCP/IP, DNS, DHCP).
  • Ability to lead a team and delegate tasks effectively.
  • Ability to communicate complex technical concepts in simple terms to non-technical users.
  • A strong focus on customer service is essential.
  • Hands-on experience in a help desk or technical support role and experience with ticketing systems such as Service Now.
  • The ability to prioritize tasks, manage time effectively, and maintain detailed records of issues and resolutions.
  • Experience with Microsoft office software including Outlook, Word, Excel, Access, PowerPoint, and Internet Explorer.
  • Experience using tools, such as PDQ and shell scripting, for configuration management, software deployment, and automation of routine tasks.


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