Helpdesk Lead

Overview

The Helpdesk Lead is responsible for overseeing the daily operations of the helpdesk team, ensuring that all technical support requests are addressed efficiently and effectively. This role involves managing team members, improving helpdesk processes, and maintaining high levels of customer satisfaction.

Responsibilities

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2. Team Management:
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4. Supervise and support helpdesk staff, providing guidance and training.
5. Schedule and delegate tasks to ensure coverage and timely response to support tickets.
6. Conduct regular performance reviews and provide constructive feedback.
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8. Technical Support:
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10. Serve as an escalation point for complex technical issues.
11. Troubleshoot and resolve hardware, software, and network problems.
12. Ensure that helpdesk solutions are documented and shared with the team.
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14. Process Improvement:
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16. Analyze helpdesk performance metrics to identify areas for improvement.
17. Develop and implement standard operating procedures for the helpdesk.
18. Collaborate with IT and other departments to streamline support processes.
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20. Customer Service:
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22. Ensure high levels of customer satisfaction through prompt and effective resolution of support requests.
23. Communicate with users to understand their needs and provide appropriate solutions.
24. Maintain a professional and courteous demeanor in all interactions.

Requirements

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2. Education and Experience:
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4. Bachelor’s degree in Information Technology, Computer Science, or a related field.
5. Minimum of 3-5 years of experience in a helpdesk or technical support role, with at least 1-2 years in a leadership position.
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7. Technical Skills:
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9. Proficient in troubleshooting Windows and Mac OS, as well as common software applications.
10. Knowledge of networking principles and experience with network troubleshooting.
11. Familiarity with helpdesk ticketing systems and remote support tools.
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13. Soft Skills:
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15. Strong leadership and team management abilities.
16. Excellent communication and interpersonal skills.
17. Problem-solving mindset with attention to detail.

Additional Information

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2. Working Hours:
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4. Full-time position, with occasional need for after-hours or weekend support.
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6. Location:
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8. On-site presence required, with potential for some remote work flexibility.
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10. Reporting:
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12. Reports to the IT Manager or Director of IT.

How to Apply

Interested candidates should submit their resume and a cover letter detailing their relevant experience and why they are a good fit for this role.

This job description outlines the key responsibilities, requirements, and details for the Helpdesk Lead position.