Job Summary
The Service Desk Lead will lead the IT Support team ensuring it provides a high level of customer service and timely technical support for moderately complex end-user computer and software issues to ensure end-user productivity. This position is responsible for supporting the installation, configuration and ongoing functionality of desktop computers, peripheral equipment and software within established standards and guidelines.
Essential Duties and Responsibilities:
- Resolve escalated customer issues or liaise with those outside of service desk to do so
- Work closely with the IT organization to develop best practices and processes.
- Maintain a high level of employee morale within the team
- Resolve customer feedback issues with the highest of care
- Intake of project requests for helpdesk and customize support
- Analyze issues that impact the team and overall business objectives.
- Develop and demonstrate an understanding of customer and business needs
- Maintain budget for department
- Assist in the professional and technical development of IT Support Coordinators & Team Supervisor Participate and assist in driving the knowledge management process
- Ensure department policy adherence.
- Insuring that the helpdesk has adequate resources to be successful.
- Other tasks as assigned.
Knowledge, Skills & Abilities:
- Strong customer service orientation
- Possess a positive and proactive attitude towards customer support and desire to help people
- Working knowledge of MS Office 365, Windows, Android and iOS
- Thorough understanding of helpdesk operations, IT best practices, industry trends and customer service
- Good team leader, experience of training staff and leading by example
- Ability to communicate effectively at all levels of the organization over the telephone and face to face Working knowledge of MAC, PC, Office 365, Exchange, Active Directory and cloud technology
- Excellent written and verbal communication skills (English)
- Ability to work under pressure to meet targets and deadlines
- Excellent time management and organizational skills and the ability to react to changes requiring re-prioritization of workload Experience in working within a distributed matrix organization of a global enterprise
- Sharp mind-set and capability for analysis and judgment
- Should possess an interest in technology, computers and mobile devices
- Prior experience with hardware/software installation & configuration preferred