Helpdesk Team Lead

General Description of Position:

Assist manager/supervisor with customer impacting projects, training, scheduling, call monitoring, ticketing system, reporting and irate customers.  Leading team members in meeting goals and expectations.  Offer troubleshooting assistance and escalation.

Duties and Responsibilities:

• Meet or exceed key performance metrics and overall company goals.
• Triage tickets and set priority accordingly
• Dispatch ticket by assigning to techs schedules and over all big picture management of service tickets as a whole
• Responsible for making sure SLA’s are met with ticket responses.
• Communicates independently, effectively, clearly and professionally with managers, supervisors, and employees to establish and maintain considerate and cooperative relationships.
• Communicates with the customer to determine nature of complaint or trouble; compiles necessary information such as telephone number, name and address to generate a trouble ticket and uses information to verify information contained in the database.
• Assist with the handling of irate/chronic/repeat customers and communicates with the customer to ensure satisfaction with the resolution of complaint; may be involved with the resolution of repeated troubles including, but not limited to follow up phone calls.
• Answers operational questions clearly and succinctly, and resolves problems applying knowledge of system/network hardware, software, and procedures.
• Assists other departments as required to ensure the prompt response to service, including extreme work overloads during special circumstances.
• Helps define customer requirements and expectations and be able to discuss how to integrate and migrate customers to new technology with existing customer premise equipment (CPE).
• Provides training and assistance for new employees; participates in cross training.
• Assists departmental supervisor and communicates status of current events within the department.
• Handles departmental administrative duties including, but not limited to, processing service orders and repair tickets, reviewing trouble tickets for quality, scheduling vacation and shifts for supervisor approval, reporting and call monitoring.
• Participates in on-call rotation and coordinates adding frontline messages and taking escalations after hours.
• Performs other related duties as assigned to ensure effective operation of the department and the Company.

Minimum Qualifications:

• Minimum 2 years’ experience in the IT industry installing and/or supporting end users and servers
• Must be familiar with basic Network terms and infrastructure
• Must be a self-starter able to work without close supervision and to think independently.
• Excellent interpersonal communications skills including a proven ability to listen and understand customers, as well as ability to work in a team environment.
• Must have leadership skills
• Must be willing to work a flexible schedule including days, nights, weekends and holidays.

EOE/ Disability

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