Team Lead-Help Desk

The Support Supervisor provides daily oversight and direction to a team of Help Desk Technicians responsible for first and second-tier customer support.

Key Responsibilities

• Day-to-day management responsibilities of support technicians, including scheduling, coaching, and performance management.
• Daily technical support of Help Desk technicians with Tier I/Tier 2 service issues and escalations.
• Reporting and metrics gathering, identifying critical metrics related to individual help desk technician performance and client satisfaction.
• Participate, as needed, in resolving client technical issues via phone or e-mail.

Management Responsibilities/Skills:

• Maintain a culture of excellence within the customer-facing Support team, ensuring customer satisfaction and Key Process Indicator (KPI) attainment while maintaining high team morale.
• Train and mentor Support Technicians
• Establish a Training & Development Plan for each team member, including technical skills, soft skills, and support procedures.
• Provide coaching to team members to ensure the growth of each Support Technician, including cultural fit, adherence to procedures, technical skills, and soft skills.
• Assist with technical knowledge documentation focused on increasing the skills and capabilities of the Support Desk.
• Enforce and Monitor KPIs for the Help Desk team.
• Assemble reports and assist in interpreting KPI results for continuous improvement and delivering these metrics to clients.
• Track daily coverage schedules to ensure adequate staffing is required.
• Act as an escalation point for critical customer issues as needed.

Technical Skills:
Must have strong knowledge of and demonstrated proficiency in the following:

• OS and application support:
• Windows 7 - 10, with Mac OS X preferred
• MS Office applications (Outlook, Word, Excel, PowerPoint, etc.)
• O365 Technical Support
• Knowledge of virtual applications is preferred (VMware, Citrix, etc.)
• Knowledge of other applications a plus (Adobe, Java, Goldmine, etc.)
• Basic network support:
• Understanding a domain/corporate IT environment, including PC/Laptop setup.
• Basic knowledge of network technologies (LAN, WAN, wireless).
• VPN clients (Cisco, SonicWall, Fortinet, etc.)
• Hardware support:
• Troubleshoot issues with laptops, desktops, and thin client computers.
• Troubleshoot printer issues (setup, configure, and network).
• Other peripherals and USB devices.
• Mobile Device Support:
• Set up and troubleshoot issues with iPhone, Android, Blackberry, and Windows Mobile devices.
• Install and troubleshoot broadband wireless devices and software

Job Requirements:

• 3-5 years of Help Desk support experience in a remote support environment.
• 1-2 years in a supervisory/managerial role in a Help Desk environment.
• Help Desk experience supporting external customers (e.g., Managed Service Provider) is strongly preferred.
• Outstanding customer-facing skills, including effectively handling sensitive, high-profile customer escalations.
• Strong leadership skills, including the ability to build team cohesiveness and maintain an upbeat team environment
• Solid troubleshooting skills, including proven ability to train others on troubleshooting techniques.
• Ability to work in a fast-paced environment with multiple priorities and projects.
• Technical certifications preferred (MCP, A , Network ).
• Strong, team-oriented work ethic.
• Excellent verbal and written skills.
• College degree in Information Technology or work experience equivalent is preferred

Pre-Employment Screening: Drug screening and background checks are required.

Chase Technical is an Equal Opportunity / Affirmative Action employer: All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, disability, sex, age, ethnic or national origin, marital status, sexual orientation, gender identity or presentation, pregnancy, genetics, veteran status or any other status protected by state or federal law.

ADA Statement: CHASE Technical is committed to complying fully with the Americans with Disabilities Act (ADA) and ensuring equal employment opportunities for qualified persons with disabilities.

Job Type: Full-time

Pay: $25.00 - $30.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Signing bonus

Ability to commute/relocate:

• Schaumburg, IL: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 3 years (Preferred)
• Windows: 3 years (Preferred)

Work Location: Hybrid remote in Schaumburg, IL