The Helpdesk Lead functions as a supervisor as well as a senior Call Center Technician. This position is responsible for ensuring all calls escalated by Tier 1 Technical Support are handled promptly and effectively. The Helpdesk Lead coordinates administrative and technical workloads for the team, communicates and enforces procedures, coordinates training, provides updates on changing customer requirements, provides solutions for desktop and laptop issues, and ensures issue resolution.
The Supervisor develops and mentors team members, provides feedback to team members on quality assurance and customer satisfaction, and serves as the liaison between team members, client management, and company management. The Helpdesk Lead is also responsible for incident management, strategizing efficient workflow, ensuring adequate staffing levels and providing reports to management as needed.
The Helpdesk Lead is responsible for ensuring staffing needs are communicated and met, including coordinating support for on-call needs, fill-in support for and from other teams, and customer needs and other job duties as assigned.
WORK EXPERIENCE REQUIREMENTS
The Helpdesk Lead should demonstrate the core competencies of communication, leadership, ability to drive change, innovative outlook and problem analysis. Proven excellent customer service skills, call tracking/problem management software experience involving detailed documentation skills. Excellent problem solving skills and broad understanding of relationships between hardware and applications are necessary. Proven knowledge of basic PC troubleshooting of Windows 2000, XP and Windows 7. Required professional attitude, company focus, and strong work ethic and proven ability to follow through on open issues and handle multiple priorities in a fast paced environment with dynamic priorities are needed to perform the job duties. Must be able to obtain Public Trust security clearance. Ability to work shift work, which may include overnights and weekends to support 24/7/365 operations.
Helpdesk Lead should have a HS Diploma or GED. CompTIA A (IT Technician Designation) certificate required and Microsoft Office Specialist (Access, Excel, PowerPoint, or Outlook) certification preferred. Candidates who do not already have MOS certification must commit to being fully certified within 30 days of hire.