Job Summary
As a Help Desk Lead at Secure Data Technologies, you will oversee the operation of our Service Desk, ensuring efficient technology support and monitoring the performance of support staff. Reporting directly to the Managed Services Director, you will communicate updates, address concerns, and provide continuous training to enhance the skills of our Service Desk Technicians.
Job Responsibilities/Essential Functions/Competencies
- Documentation and Knowledge Management:
- Develop and maintain comprehensive help desk documentation, including knowledge base articles (KBAs).
- Identify opportunities for automation and collaborate on the development of the automated systems to improve efficiency.
- Project Management and Implementation:
- Engage in research, planning, scoping, and implementation of projects.
- Provide ongoing support post-implementation and ensure smooth technology integrations.
- Inventory and Asset Management:
- Manage the inventory of hardware, software, and support assets.
- Technical Support and Customer Service:
- Exhibit strong customer service and trouble skills.
- Handle and resolve tickets across multiple tiers (Tier 1,2, and 3 IT support).
- Compliance and Standards:
- Enforce IT standards and educate team members on compliance issues.
- Team Leadership and Development:
- Lead status/huddle meetings to address team obstacles and ensure timely resolutions.
- Provide feedback on quality and suggest improvements.
- Offer guidance and training to junior staff and less experienced personnel.
- Perform basic supervisory functions for level 1 and level 2 associates, including approving time and tracking metrics,
- Problem Complexity
- Operate within established procedures and protocols.
- Identify potential technical issues and develop effective solutions.
- Balance and prioritize projects while maintaining composure under pressure.
- Autonomy
- Independently define problems, collect data, establish facts, and draw valid conclusions. Escalate issues appropriately.
- Leadership
- Demonstrate self-motivation, independence, and ownership of responsibilities.
- Continuously evolve and maintain QA processes, coaching the team on best practices in help desk operations.
Requirements
· Technical Proficiency: Highly knowledgeable and confident in IT service desk operations, including technical support, troubleshooting, and IT infrastructure management.
· Focus on Customer Service: Passion for delivering excellent customer service and ensuring a positive user experience for internal stakeholders and clients.
· Interpersonal Skills: Excellent interpersonal, negotiation, and conflict resolution abilities to effectively interact with team members, clients, and vendors.
· Project and Task Management: Analytical and organized with the ability to manage multiple initiatives, projects, and tasks concurrently while ensuring effective prioritization and completion.
· Knowledge of IT Regulations: Thorough understanding of IT regulations, compliance requirements, and industry standards relevant to IT operations and support.
· Professionalism and Confidentiality: Ability to maintain integrity, professionalism, and confidentiality when handling sensitive information and resolving user issues.
· Collaborative Skills: Ability to build positive and collaborative relationships within the IT team, across departments, and with external partners to achieve common goals.
· Microsoft Office Proficiency: Proficient in Microsoft Office Suite (Outlook, Excel, Word) for effective communication, documentation, and data analysis.
· Business Acumen: Strong understanding of business principles and practices, with the ability to align IT support strategies with organizational objectives and contribute to business success.
Qualifications
Education
- Associate degree or Higher in IT or Related Field: Preferably in Computer Science, Information Technology, or a related discipline to provide foundational knowledge in IT systems and networks.
Work Experience
- 3-4 years of relevant hands-on experience in IT support roles with increasing responsibilities can substitute formal education, showcasing practical skills in troubleshooting and leadership within an IT environment.