Help Desk Team Lead

2 weeks ago


Mc Lean, United States B&A Full time
About the Role

The Help Desk Team Lead will oversee the daily operations of the IT help desk team, ensuring the delivery of high-quality technical support and exceptional customer service to end-users. This role involves managing support staff, setting performance goals, and implementing effective processes to resolve IT issues efficiently.

Key Responsibilities:
  • Team Management:
    • Recruit, train, and mentor help desk staff.
    • Schedule and assign tasks to ensure coverage and timely resolution of issues.
    • Monitor and evaluate team performance, providing constructive feedback and coaching as needed.
  • Service Operations:
    • Ensure timely response and resolution of user requests, incidents, and issues.
    • Oversee ticketing system usage and maintain accurate records of support interactions.
    • Develop and enforce help desk policies and procedures.
  • Performance Monitoring:
    • Track key performance indicators (KPIs) such as agent productivity and performance.
    • Generate and present regular reports on help desk performance and trends.
  • Customer Focus:
    • Act as an escalation point for complex or unresolved issues.
    • Foster a culture of customer service excellence and continuous improvement.
  • Technology & Process Improvement:
    • Evaluate and recommend tools and software to improve help desk efficiency.
    • Stay updated on industry trends to enhance support operations.
    • Collaborate with other departments to resolve systemic issues and implement solutions.

B&A is committed to maintaining a diverse workforce and strives to create a business culture that recognizes individual differences and perspectives. We value our employees' contributions and aim to maximize their efforts by understanding their unique strengths and interests.


About B&A

B&A is a trusted provider of innovative solutions and exceptional service to federal, state, and local government, private sector clients, and higher education institutions. Our notable clients include Department of Homeland Security, U.S. Customs and Border Protection, U.S. Senate, U.S. Courts, U.S. Census Bureau, U.S. Navy, and more.

Benefits and Programs
B&A offers competitive compensation packages, including medical, dental, vision, life insurance, disability, Teladoc, and accident insurance. We provide paid time off, tuition assistance, and access to employee wellness programs, including counseling services, financial planning, and stress management seminars.
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