Material · 5 days ago

Lead, Help Desk

New York, NY

Full-time

Onsite

Senior Level

$23.58/hr - $30.44/hr

5+ years exp

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Responsibilities

Training & Mentoring: Equip agents with best practices on ticket handling behaviors & practices standards. Regularly mentor and train agents, ensuring they're up-to-date with current trends, and meeting team expectations.

Quality Assurance: Monitor the quality of service provided by the help desk agents, ensuring that tickets are handled promptly, accurately, and professionally. Conduct regular quality assurance reviews and provide feedback and coaching to help agents to improve their performance.

Operational Efficiency: Ensure tickets are addressed within expected SLAs. Actively suggest process enhancements based on daily operations and test new tools to ensure they're fit for the team before a full-scale rollout.

Communication: Act as the primary bridge between agents and Helpdesk manager, ensuring a two-way flow of feedback. Facilitate smooth communication within the help desk team and encourage inter-team collaborations for best practice sharing.

Performance Monitoring: Keep a close eye on agent performance metrics and provide regular reports to the Helpdesk Manager. Identify areas of improvement and coordinate with the manager for any required training or process modifications.

Resource Management: Proactively identify resource needs for your pods and communicate the same to management. Ensure optimal shift coverage and address any scheduling conflicts promptly.

Knowledge Management: Regularly contribute to and update our knowledge base. Champion its use amongst agents and liaise with IT partners to ensure its accuracy.

Escalation Handling: Act as the first line of escalation for agents. Address unresolved issues by escalating them to the appropriate managerial level, ensuring no concern goes unaddressed.

Team Morale: Continuously work towards boosting team morale. Recognize achievements, celebrate milestones, and ensure a positive, productive work environment.

Collaboration: Collaborate with other IT teams and leads. Regularly liaise with IT peers to stay aligned on support processes and ensure a cohesive IT support ecosystem within the organization.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

IT SupportTroubleshootingVideo ConferencingMicrosoft 365Google WorkspaceWindowsMacOSSLA ManagementDocumentationTask ManagementProblem-SolvingInterpersonal SkillsCustomer ServiceTeamworkAdaptabilityTime ManagementPositive Attitude