Job Overview:As the IT Helpdesk Team Lead, you will guide a team of helpdesk technicians, ensuring efficient and effective resolution of technical issues. You will be the go-to person for troubleshooting complex problems resolving Tier 2-3 escalations. Subject matter ranges from hardware/software installations and integrations, connectivity/networking issues and migrations, to process and procedural improvements in a hybrid/multi-location office environment. Your leadership will be pivotal in maintaining high standards of customer service and operational efficiency.
Responsibilities - Team Leadership: Lead, mentor, and motivate a team of helpdesk technicians. Provide training and support to ensure team members are equipped to handle a wide range of technical issues.
- Issue Resolution: Act as the escalation point for complex technical problems. Troubleshoot and resolve issues related to hardware, software, and IT processes.
- Communication: Maintain clear and effective communication with team members and end-users. Provide timely updates on issue status and resolution.
- Process Improvement: Work with the IT manager to Identify and implement process improvements to enhance the efficiency and effectiveness of the helpdesk operations.
- RMM Software Management: Utilize Remote Monitoring and Management (RMM) software to monitor system performance, deploy updates, and resolve issues remotely.
- Provisioning: Oversee the provisioning and configuration of computers and other IT equipment for new and existing employees.
- Microsoft 365 Management: Administer and support Microsoft 365 services (Office/Exchange and Azure Active Directory), including user management, troubleshooting, and optimization.
- Documentation: Ensure accurate and up-to-date documentation of all support activities, including troubleshooting steps, solutions, and knowledge base entries.
- Collaboration: Work closely with other IT teams and departments to resolve cross-functional issues and support organizational goals.
Qualifications: - Experience: Minimum of 3 years of experience in IT support or a related field, ideally with an MSP.
- Technical Skills: Strong knowledge of hardware, software, and networking troubleshooting, experience with RMM tools/ticketing software, and proficiency in Microsoft 365/Azure AD administration. Adhere to ITIL framework and security standards.
- Problem-Solving: Excellent problem-solving skills with the ability to analyze complex issues and implement effective solutions.
- Communication: Strong verbal and written communication skills, with the ability to clearly explain technical concepts to non-technical users. Ability to communicate effectively and set/update expectations as necessary.
- Leadership: Proven ability to lead and motivate a team, with experience in providing training and support.
- Customer Service: Commitment to delivering exceptional customer service and maintaining a high level of user satisfaction.
Education: - Required: Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
- Preferred: Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.
