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K Group Companies · 19 hours ago

Help Desk Team Lead - Network Operations Center (copy)

Grand Rapids, MI

Full-time

Onsite

Mid, Senior Level

3+ years exp

K Group Companies is a technology service provider based in Grand Rapids, MI, focused on delivering exceptional solutions. The Help Desk Team Lead will oversee the help desk team, ensuring service excellence and managing client relations while developing team capabilities.

Information Technology & Services

Responsibilities

Manage and mentor a team of help desk technicians, conducting regular 1:1 meetings and performance evaluations to foster professional growth

Coordinate technical training and cross-training initiatives across IT support and physical security disciplines

Participate in leadership meetings and contribute to quarterly objective planning and execution (utilizing EOS methodology)

Proactively monitor ticket queues to ensure efficient workflow, intervening immediately when tickets require reprioritization or reassignment

Optimize resource scheduling using ConnectWise, aligning technician assignments with specific skill sets and urgency levels

Manage the escalation lifecycle to Tier 2 field engineering, including securing client approval and facilitating handoffs to project management

Oversee adherence to Service Level Agreements (SLAs) and analyze resource utilization to maximize team efficiency

Act as the primary point of escalation for complex client issues, utilizing strong conflict resolution skills to maintain client satisfaction

Manage strategic relationships with VIP and high-priority accounts

Maintain transparent communication with clients regarding incident progress, scheduled maintenance, and service outages

Track and report on Key Performance Indicators (KPIs), including response times, resolution rates, and technician utilization

Conduct regular ticket audits and review time entries to ensure billing accuracy and data integrity

Manage administrative aspects of the team, including scheduling, time-off requests, and workload distribution

Qualification

Help desk operationsConnectWiseLeadership experienceIT support terminologyBilling processesSLA complianceWindows proficiencyMac proficiencyMicrosoft 365 proficiencyCommunication skillsConflict resolution

Required

3+ years of experience in help desk operations or service coordination

Minimum of 1 year of experience in a leadership or supervisory capacity

Demonstrated experience with PSA or ticketing tools is required (ConnectWise strongly preferred)

Familiarity with IT support and physical security terminology is essential

Proven ability to manage billing processes, time entry audits, and SLA compliance

Superior written and verbal communication skills, with a track record of de-escalating critical client situations

Proficiency with Windows, Mac, and Microsoft 365 environments

Benefits

Bonus and commission programs

Paid Time Off (PTO)

Volunteer Paid Time Off (VTO)

100% employer paid family health insurance premium

100% employer paid disability insurance

100% employer paid dental & vision insurance

401k with Safe Harbor contributions from company annually

Profit sharing opportunities

Company

K Group Companies

K Group Companies is a group of companies located in Grand Rapids, MI, focused on providing technology solutions for many markets throughout North America, since 1980.

Founded in 1980

Grand Rapids, Michigan, USA

51-200 employees