Job Description
The Lead Helpdesk position will provide users with the highest level of customer service by leading and mentoring the Helpdesk Level 2 team, promoting best practices for helpdesk and ticketing system as well as filling in to augment staffing. In this role, you will be expected to be hands-on and be working closely with the CIO to assist with implementing ITIL best practices.
Essential Job Functions:
- Has primary responsibility for management of the Helpdesk Level 1&2 team of 6. They're passionate, engaged and believe in a positive customer experience
- Monitors Helpdesk ticket queues daily to ensure that user requests are being expedited per issue priority and service level standards.
- Serves as liaison to escalation level support teams when issues require further evaluation or information beyond the Level 1 team.
- In order to minimize downtime, assists helpdesk with timely identification of issue trends/patterns so that appropriate escalation level support teams and management are notified.
- Promotes helpdesk and ticketing system best practices.
- Develops and maintains procedural documentation for the Level 1 team and other general Helpdesk documentation for the IT department.
- Promotes continuous improvement to enhance the quality of service provided to helpdesk users. This includes setting service standards, auditing compliance and providing helpdesk training
- Collects helpdesk data to understand ticket volume, helpdesk issue trends/patterns, staffing needs and makes recommendations to management, as necessary. Compiles statistical and other reports as required
- Serves as a member of the Helpdesk Level 1 team to augment staffing as required, including after hours
- Prioritizes resolves and/or reassigns helpdesk requests that are received either by phone or by email
- Using best practice procedures enters issue details and documents troubleshooting steps into the helpdesk ticketing system
- Manages user accounts (add/delete/transfer) as appropriate.
- Performs other duties as assigned
- Bachelor’s degree in Computer Science or Management Information Systems or related field
- 2+ years leading an IT helpdesk team
- 2+ years’ experience using a helpdesk ticket management system
- Takes the initiative to understand technology and how it may impact helpdesk requests
- Able to organize and prioritize work and the work of others, to meet helpdesk customer service levels
- Able to work independently and handle multiple tasks
- Strong customer service skills
- Effective communication (verbal and written)
- Detail oriented
- Excellent analytical skills to use towards problem-solving helpdesk issues