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PingWind · 4 months ago

Help Desk Lead/Manager

United States

Full-time

Remote

Senior Level

7+ years exp

PingWind is seeking a Help Desk Lead/Manager who supports triage meetings with stakeholders to gather information relevant to user issues. The role involves providing technical assistance, supervising help desk staff, and ensuring high levels of customer service in a remote environment.

Cyber SecurityInformation TechnologyLogistics

No H1B

Security Clearance Required

Responsibilities

Analyzes problems and provides technical assistance, support, and advice to end users for hardware, software, and systems. Studies and resolve computer software and hardware problems of users

Acts as contact for users having problems using computer software, hardware, and operating systems

Determines whether the problem is caused by hardware, software, or system

Answers questions, applying knowledge of computer software, hardware, systems, and procedures. May perform incident management activities for categorizing and entering tickets into the tracking systems

Supervises and coordinates activities of Help Desk Technicians or Representatives

Engaged in assisting computer users with hardware and software questions and problems, fielding telephone calls and email messages from customers

Establish scripts, procedures and templates used by the helpdesk team to perform daily activities. Manages a team of help desk support staff

Experience with management, leadership, coordination, and customer contact for the help desk operation of a large-scale highly available system that is integrated with business-critical systems contemplated in this PWS

Shall have excellent leadership skills, strong interpersonal skills, and be adept at handling conflict. Exceptional documentation skills, the ability to conduct research into a wide range of computing issues, and the ability to present ideas in user-friendly language to non-technical staff and end users

Strong understanding of receiving, recording, and responding to help-desk requests from end-users. Managing the help desk call logging system

Ensuring the system is fit for purpose and providing support as necessary

Tracking help desk performance to ensure a high level of customer service and establishing customer service standards

Responsible for the hiring, training, and supporting help desk representatives and technicians

Expert knowledge of recent technological advances in computer science and engineering

Qualification

Help Desk ManagementTechnical SupportProject Management Professional (PMP)Program Management Professional (PgMP)Customer Service StandardsLeadership SkillsInterpersonal SkillsConflict ResolutionDocumentation Skills