Lead Help Desk Specialist

Job Description

Lead Help Desk Specialist $20 - $22 per hour Contract to Hire - Onsite

What Matters Most:

$20 - $22 per hour with opportunity to grow

Schedule: Full-time, Contract to Hire

2nd Shift - 11A - 8P or 12P - 9P OR can work 4 10-hour shifts, must be available to work on Saturdays

Gain valuable experience and opportunities to hone your leadership skills within a supportive, growth-oriented environment

Thrive in a fast-paced setting where you'll combine practical support with the chance to lead and inspire a team

Job Description:

As the Lead Help Desk Specialist, you'll be at the forefront of delivering outstanding support to both our valued clients and internal teams. You'll have the exciting opportunity to shape and mentor a team of Tier 1 & 2 support agents, driving operational excellence and fostering lasting client satisfaction. While previous leadership experience is a plus, we're eager to hear from proactive individuals with a passion for providing top-tier support and strong communication skills who are ready to develop their leadership abilities. This is your chance to make a real impact.

Responsibilities:

Lead and Develop Support Team: Mentor, coach, and train help desk support specialists to achieve individual and team goals, fostering a positive and collaborative environment.

Ensure Exceptional Client Support: Oversee daily support operations, ensuring timely and effective resolution of client inquiries across all channels and maintaining high satisfaction.

Drive Operational Efficiency: Monitor team performance, implement process improvements, and ensure adequate staffing for 24x7 support coverage.

Manage Support Performance & Feedback: Track key metrics, report on results, and gather client feedback to identify areas for improvement.

Provide Technical Support: Offer internal and remote software and hardware support to employees, ensuring smooth operational functionality.

Qualifications and Requirements:

2+ years of experience in an IT support role, some leadership experience is a plus.

Proven ability to lead and motivate a team.

Excellent communication, interpersonal, and problem-solving skills.

Strong customer service orientation and a commitment to exceeding client expectations.

Familiarity with support ticketing systems and CRM software.

Technical aptitude and ability to troubleshoot software and hardware issues.

Ability to work effectively in a fast-paced environment and manage multiple priorities.

Flexibility to handle occasional after-hours support needs, with the understanding that proactive management and team collaboration should minimize this.

Benefits and Perks:

$20 - $22 per hour

Medical benefits

Contract to Hire

Your New Organization:

Join a family-owned and operated company with offices in Omaha, NE. With an employee and customer centric approach, this company prides themselves on creating growth opportunities for their employees.

Your Career Partner:

The Reserves Network, a veteran-founded and family-owned company, specializes in connecting exceptional talent with rewarding opportunities. With extensive industry experience, we are dedicated to helping you achieve your professional goals and shine in your field. The Reserves Network values diversity and encourages applicants from all backgrounds to apply. As an equal-opportunity employer, we foster an environment of respect, integrity, and trust in every aspect of employment.

The hourly pay rate range for this position is $20 - $22 per hour, excluding benefits, bonuses, or other compensation. Your final salary will depend on your skills, qualifications, experience, location, and internal pay equity. Please note, hiring at the top of the range is uncommon to allow room for future salary growth.

Full-time