Help Desk Lead

Job Description

Description

We are seeking a highly motivated and experienced Helpdesk Team Lead to oversee our dedicated team of helpdesk professionals. The Helpdesk Team Lead will play a pivotal role in ensuring the smooth operation of our IT support services, providing technical guidance, and ensuring exceptional customer service. This position requires strong leadership, technical expertise, and a passion for delivering effective IT solutions. Join our dynamic and collaborative team as a Helpdesk Team Lead and contribute to the delivery of exceptional IT support services while leading and developing a talented helpdesk team.

Key Responsibilities

Lead and supervise a team of helpdesk technicians, ensuring their professional development, performance, and adherence to service level agreements (SLAs)

Provide technical guidance and mentorship to the helpdesk team, assisting with complex technical issues and escalations

Oversee the ticket management process, ensuring timely resolution, proper documentation, and effective communication with end-users

Collaborate with other IT teams and stakeholders to address and resolve system-wide incidents and issues

Conduct regular team meetings to review performance, communicate updates, and foster a positive and collaborative work environment

Monitor and analyze helpdesk metrics, generating reports on team performance and recommending areas for improvement

Stay up-to-date with the latest industry trends, technologies, and best practices related to helpdesk support

Continuously enhance and optimize helpdesk processes and workflows to drive efficiency and customer satisfaction

Act as a point of escalation for critical incidents, providing guidance and driving their resolution within defined timelines

Ensure compliance with IT policies, procedures, and security standards

Skills, Knowledge and Expertise

Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience)

Minimum of 5 years of experience in helpdesk support, with demonstrated progression in technical knowledge and responsibilities

Proven experience in a leadership or team lead role, with strong people management and coaching skills

Extensive knowledge of helpdesk operations, ticketing systems, and ITIL best practices

Solid understanding of a wide range of technologies, including hardware, software, networking, and operating systems

Excellent problem-solving and analytical abilities, with the ability to think critically and make sound decisions under pressure

Exceptional customer service and communication skills, with the ability to effectively interact with both technical and non-technical stakeholders

Strong organizational skills and the ability to prioritize and manage multiple tasks simultaneously

Professional certifications such as ITIL, HDI, or relevant vendor-specific certifications are a plus

Experience working in a fast-paced environment, preferably in an industry with high IT support demands

Benefits

Compensation:

- Competitive Salary with Bonus Potential

- Generous Benefit Package: Medical, Dental, Vision, 401K Match, Life Insurance

Career Development

- Opportunities for Advancement within our expanding portfolio

- Annual Professional Development Funds to fuel your growth

Employee Perks (to name a few):

- Housing Discount

- Commuter Benefits

- Gym Membership Discount

- Free Parking and EV charging

- Parental Leave Program

- Enjoy a Friendly Work Environment that values collaboration

Explore more perks and possibilities here for growing your career with Comstock Companies! Discover what sets us apart!

Full-time