The Help Desk Team Leader ensures that the team is delivering excellent customer service in compliance Service Level Agreements (SLAs) and that incident restoration is expedited and properly managed/tracked. The role is responsible monitors and reports on performance metrics such as the number of calls received, number of calls closed on first contact, number of open calls, and the number of open-aged calls.
Help Desk Team Lead
Logs incidents and service requests to a dynamic Help Desk environment that targets the highest percentage of first-call resolution
Provides support for existing IT systems
Troubleshoots IT problems to determine whether they are hardware or software related and attempts to assess and remedy the problem with the initial call
Tracks Help Desk requests, responds to the customer, updates the incident management system, troubleshoots and resolves issues submitted to the Help Desk
Develops Daily Status Reports
Ensures that Help Desk procedures are compliant with the customer's Service Level Agreements (SLA's)
Submits a weekly Help Desk report which includes graphs and metrics that support the performance data and SLA agreements
Ensures all new user requests and changes are assigned and resolved in a timely manner
Escalates service requests to the appropriate technician in a timely manner to ensure prompt resolution of all issues
Assists where needed in the desktop support function
Mainframe and Client Server Printing systems - Design and implementation
Mainframe Hardware
Microsoft Active Directory support
This position will perform other duties as assigned based on the needs of the department.
Core Competencies:
Ability to work in a fast-paced environment and prioritize a varied workload between multiple systems and customers
Excellent written and oral communication skills
Ability to work flex and overtime hours
Ability to quickly and accurately troubleshoot various Help Desk issues
Ability to learn new skills/software quickly
Ability to work in a team environment to collectively address and resolve issues
Ability to respond with urgency to customer and management needs or requests for assistance, reports etc
Required Education & Experience:
3+ years' experience as a Help Desk Technician with increasing roles of responsibility
High School Diploma or equivalent
Must be capable of typing 35 wpm+
Preferred Education & Experience:
Associate Degree in Computer Systems / IT Technology or related field
5+ years' experience as a Help Desk Technician with increasing roles of responsibility
Preferred Software Experience: Proficiency in Microsoft Office Outlook, Access, PowerPoint, Excel and Word
Experience with mortgage servicing systems such as MSP, LSAMS, FISERV