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LEAD, IT HELPDESK

DIRECT REPORTS: Yes

POSITION OVERVIEW

The Lead, IT Helpdesk leads the regional team that provides the services and expertise to operate and maintain help desk functions, including ticketing, system and operational support, end user hardware, and troubleshooting onsite or remotely. Success in this role requires technical knowledge and experience, leadership skills, outstanding problem solving, excellent employee relations, and an eagerness to do whatever it takes to get the job done effectively and efficiently. This position will have technology technicians and engineers reporting to them as a part of their job.

RESPONSIBILITES:

• Lead and direct team in day-to-day customer support.


• Organize schedules for daily work week.


• Be an escalation point for team members.


• Ensure all Jira tickets and user issues that are logged and assigned to relevant team are resolved in a timely manner to a satisfactory resolution.


• Troubleshooting and diagnosis of hardware and software issues.


• Liaise with stakeholders in the business and build positive working relationships.


• Development and enforcement of technical standards, systems, policies, and procedures, promoting a first-time fix ethos.


• Ensure root cause analysis of recurring and significant ad-hoc issues are complete and reported up to management to ensure transparency and visibility of user issues and steps taken to resolve.


• Assess staff performance and provide coaching and guidance to ensure maximum efficiency.


• Coach and support team members in their daily role to ensure competence in their role is maintained and any development needs are addressed.


• Provide consistent communication and a single point of contact for customers.


• Overseeing on-boarding/off-boarding of all employees within your area of responsibility in a timely manner.


• Work with global team on maintaining standards when it comes to security, hardware, software, compliance, and other aspects of IT Support.


• Develop a strong relationship with the IT Management team.


• Data analytics to help our team be more efficient and effective.


• Active Directory and Microsoft Exchange management.


• Improve processes and systems that have mutual benefit to the user and the overall IT organization.


• Provide support and expertise to other IT technicians and IT managers within the organization, helping to support their systems and users, and promoting knowledge sharing and transfer.


• Meeting Key Performance Indicators and any Service Level Agreements.


• Responsible and accountable for meeting deadlines.


• Follows information technology best practice standards.


• Develops and maintains current knowledge and skills on industry and professional trends and activities in information technology.


• Proactively manages and searches for process improvement opportunities.


• Other tasks and activities as assigned.

QUALIFICATIONS AND EXPERIENCE:

• Bachelor's degree in Computer Science, Information Technology, or other related field with significant computer science or IT coursework. Professional certifications in different disciplines are a plus.


• Proven track record of 2nd + levels of helpdesk support.


• Commitment to customer service, proactively look for ways to prevent problems.


• Ability to demonstrate strong problem-solving skills.


• Ability to work both independently and as part of a team.


• Advanced project planning, status updates, reporting, and delivery.


• Trains and assists team members.


• Excellent verbal and written communication.

PHYSICAL REQUIREMENTS:

• General office environment and responsibilities requiring:
  
  
  
  • Extensive use of the computer which involves viewing a monitor and keyboarding for most of the workday
  
  
  • Placing and receiving phone calls
  
  
  • Occasionally moving and lifting objects up to 20 pounds
  
  
  • May require 10% travel or more if needed