SupercityOS
Location
Dartmouth, NS | Canada
Job description
Job Overview
The Help Desk Lead thrives in a collaborative environment and is passionate about optimizing processes to better serve our clients and enhance the overall experience for our team. As a hands-on supervisory role, the Help Desk Lead actively participates in resolving escalated technical support activities and leads by example, while supervising and coordinating the activities of our Help Desk Analysts. This position plays a critical role in fostering a culture of teamwork and continuous improvement, ensuring that our team consistently delivers exceptional IT support services.
Main Duties and Responsibilities
- Supervise and inspire a dedicated team of Help Desk Analysts, fostering a collaborative and supportive work environment.
- Actively participate in technical support activities, resolving escalated technical issues and providing guidance, mentorship, and active support to team members.
- Manage ticket queues, prioritize tasks, and take ownership of timely resolution of client issues, leveraging team expertise and resources.
- Ensure that service level agreements (SLAs) are met, and client expectations are exceeded.
- Collaborate with team members to identify opportunities for process optimization and efficiency gains.
- Document processes and procedures to facilitate knowledge sharing and continuous improvement, encouraging input and feedback from team members.
- Train new team members on help desk processes, procedures, and technical skills, emphasizing the importance of teamwork and collaboration.
- Work closely with internal teams to identify opportunities for improving service delivery and client satisfaction, championing a customer-centric approach.
- Provide hands-on technical mentorship and coaching to Help Desk Analysts, empowering them to take ownership of their work and contribute to the team's success.
- Assist with strategic planning and decision-making to optimize Help Desk operations and meet client needs, ensuring that the team is equipped to deliver high-quality and efficient IT support services.
Education, Skills, and Qualifications
- Minimum of 5 years of experience in a technical support role, with demonstrated expertise in troubleshooting and resolving IT issues.
- Experience working in a managed services or outsourced IT environment is preferred
- Experience with Servers, Networks and End-User equipment is required
- Post Secondary education in Computer Science, Information Technology, or related field, is not required but would be considered an asset.
- Strong supervisory skills and a desire to lead by example, with a passion for teamwork and collaboration.
- Excellent communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical audiences.
- Proven track record of delivering high-quality and efficient IT support services in a fast-paced environment.
- Project management skills, with the ability to manage multiple tasks and priorities simultaneously.
- Familiarity with cloud computing technologies and virtualization platforms.
- Proficiency in help desk software and ticketing systems.
- ITIL certification or knowledge of IT service management best practices
- Additional technical certifications (e.g., CompTIA A+, Network+, Security+) would be an asset
- Experience with remote support tools and technologies is an asset.
- Knowledge of IT security principles and best practices.
- Driver’s License
Working Conditions
The Help Desk Lead will primarily work in an office environment, collaborating with team members and interacting with clients via phone, email, and remote support tools. Occasional travel to client sites may be required for onsite support or meetings. Sometimes, the role may involve working extended hours or being on-call to address urgent client issues outside of regular business hours. The Help Desk Lead will be expected to work effectively under pressure in a fast-paced environment, balancing multiple priorities and deadlines.
Physical Requirements
Prolonged periods of sitting at a desk and using a computer are typical for this role. The Help Desk Lead may occasionally need to lift and move computer equipment or peripherals, weighing up to 50 pounds. Clear vision and hearing are essential for effective communication with team members and clients. The role may require dexterity and fine motor skills for typing, using a mouse, and manipulating technical equipment. The Help Desk Lead should be able to remain focused and attentive during extended periods of screen time and troubleshooting tasks.
Job Type: Full-time
Salary: $60,000.00-$70,000.00 per year
Job tags
Salary
$60k - $70k per year
