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ITC Worldwide IT Help Desk Lead
2 months ago
We are seeking an experienced IT Help Desk Lead to oversee our information technology help desk and incoming tickets. The successful candidate will have a proven track record of providing exceptional IT support and will possess excellent communication, problem-solving, and leadership skills.
Key Responsibilities:
- Coordinate administrative and technical workloads for the help desk team, including communicating and enforcing procedures, coordinating training, and providing feedback on quality assurance and customer satisfaction.
- Manage all tickets in the ticket queue and calls escalated by Tier 1 Technical Support to ensure they are resolved or followed up on promptly and effectively.
- Provide updates on changing customer requirements and recommend solutions for tablet, laptop, and mobile device issues.
- Perform incident management, strategize efficient workflow, and ensure adequate staffing levels, including support for on-call needs and fill-in support from other team members to meet customer needs.
- Serve as the liaison between team members, client management, and company management.
- Develop processes and documentation for help desk procedures.
- Evaluate user satisfaction and service delivery processes to identify areas of improvement.
- Collaborate with Information Technology and Help Desk teams to discover innovative solutions to user support issues.
- Prepare reports on help desk metrics and present them to management to inform business decisions.
Requirements:
- Experience leading teams of technical IT staff.
- Knowledge of call tracking and problem management software applications such as Jira Service Management Cloud.
- Knowledge of IT hardware and software troubleshooting.
- Knowledge of End-user hardware, software, and operating systems.
- Knowledge of industry standards surrounding help desk reporting.
- Ability to analyze data and communicate metrics related to help desk.
- Ability to communicate effectively in written and oral communications.
- Ability to manage time and effectively delegate tickets based on priorities.
Certifications:
- AZ-800: Administering Windows Server Hybrid Core Infrastructure.
- AZ-801: Configuring Windows Server Hybrid Advanced Services.
- AZ-500: Microsoft Azure Security Technologies.
- SC-200: Microsoft Security Operations Analyst.
- SC-400: Microsoft Information Protection Administrator.
- AZ-700: Designing and Implementing Microsoft Azure Networking Solutions.
- ACP-120 Jira Administration for Cloud Certification.
- ACP-420 Managing Jira Service Projects for Cloud Certification.
Benefits:
- Corp Benefits Package (post vesting).
- Pension.
- Health HMO.
