Job Openings >> Helpdesk Team Lead
Helpdesk Team Lead
Summary
Title:Helpdesk Team Lead
ID:1011
Department:Information Technology
Description

We are the leading managed service provider in the greater Washington DC metropolitan area. We are fanatically focused on being the best at what we do and delivering a level of service that shocks and amazes even the most demanding of customers. Our helpdesk engineers solve problems from simple to complex, from workstations to servers. You will be part of a small team of dedicated support engineers delivering high-quality, professional, personal, customer service driven support. You should be just as comfortable interacting with people as you are with technology.

Primary responsibilities will include first-line support via phone and remote control tools for a wide variety of networking and software issues. You must never get flustered and have the patience to work the most difficult challenges from the most difficult clients.

In addition to completing your own tickets you will be expected to lead the helpdesk team and be given additional responsibilities.

ESSENTIAL DUTIES and RESPONSIBILITIES

  • Ticket Completion
    • Complete tickets in a timely manner
  • Management
    • Ensure the helpdesk team is operating in accordance with our core values
    • Provide feedback to management on helpdesk team members performance
    • Coordinate PTO and work schedules to ensure proper staffing of the helpdesk at all times
    • Update the helpdesk portion of our Key Performance Indicators (KPI) Dashboard
      • Identify KPI goals not met and the cause
      • Identify trends and potential issues, and recommend solutions
      • Hold yourself and the other members of the team accountable for KPI Dashboard goals by reporting results in weekly staff meetings
    • Use our Business Intelligence tool (BrightGauge) to:
      • Monitor KPIs
      • Create new KPIs as necessary
      • Use the data to complete the KPI Dashboard
    • Conduct Daily Huddle Meetings
      • Share daily KPIs with staff
      • Request ticket updates
      • Solicit help requests from staff
    • Follow-up with staff and customers on negative reviews from our Customer Satisfaction and Employee Engagement Platform (CrewHu)
    • Hold yourself and the other members of the team accountable for complete and accurate tickets
    • Ensure great communication with customers by ensuring tickets are responded to in accordance with our goals and internal SLAs
    • Ensure great communications between helpdesk team members
      • Conduct a brief end-of-day review with the reactive support team
    • Train new team members
    • Create, prioritize and assign service tickets from incoming phone calls, emails and notifications

 

Basic requirements include:

  • BA/BS degree in any field with demonstrated technology experience. Non-college grads with proven abilities and experience will also be considered.
  • 5+ year’s minimum real-world technical support experience primarily on Microsoft technologies.
  • Proficiency with Windows 7/Office 2003 -> Win10/Office 2016.
  • Proficiency with basic networking technologies (VPN, wireless, DNS/DHCP, core IPv4 know-how)
  • Skills and understanding of PC hardware, and how to deal with it when it's gone kaput.
  • Knowledge of how to clean up an infected machine ... in the dark, blindfolded, with the machine perhaps on another continent.
  • Ability to write and speak eloquently in an often fast-paced multi-task environment.
  • Demonstrated savvy with technology, and ability to learn, adapt and change your skill set as needs require.

Experience with these tools is a plus:

  • ConnectWise
  • BrightGauge
  • CrewHu
  • LabTech
  • ITGlue

Things that would set you apart from other candidates include:

  • Microsoft and/or Cisco certifications
  • VoIP platform experience (Cisco, Mitel, SIP Trunking)
  • Active Directory experience at an intermediate level (Group Policy guru, scripting)
  • Exchange Server experience.
  • SharePoint
  • Office365 and other Cloud services
  • Practical working experience on Sonicwall and Cisco ASA devices
  • Practical working experience with VMWare and Hyper-V

You should be able to safely lift 50 pounds. You should be able to dress in a professional, biz-casual manner on a day-to-day basis. You should be able to work the occasional night or weekend. You should be willing to carry and after ours pager, typically for a wee every 4 to 5 weeks to handle after hours calls.

Above all, you should be someone our clients will fall in love with over the phone when you're saving them from the perils of their IT woes

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