ITC Worldwide IT Help Desk Leadership Opportunity
6 days ago
We are seeking an experienced IT Help Desk Lead to oversee our technical support team and drive efficient operations.
This role ensures smooth technology operations, empowering staff to carry out their responsibilities effectively. The successful candidate will have a proven track record of providing exceptional IT support and 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 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.
Around $120,000 - $150,000 per year, depending on experience, with benefits such as a pension and health HMO plan, plus Corp Benefits Package after vesting period.
The ideal candidate should have knowledge of call tracking and problem management software applications like Jira Service Management Cloud, experience leading teams of technical IT staff, and familiarity with IT hardware and software troubleshooting.
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