IT Help Desk Team Lead (Tier 2)

Job Summary

The IT Help Desk Team Lead plays a crucial role in our service delivery framework, acting as the primary escalation point for Tier 1 support staff. The Team Lead will address complex technical issues, provide expert guidance, drive resolutions of escalated tickets, and ensure high levels of customer satisfaction. This role requires strong technical skills, leadership capabilities, and a commitment to delivering exceptional IT support services.

Key Responsibilities

Tier 2 Escalation Management: Serve as the primary escalation point for all Tier 1 tickets. Diagnose and resolve complex technical issues that surpass the scope of initial triage. Adhere to the provided guidelines on the length of time a tier 1 triage should spend on a ticket before escalation.

Individual Contributor Management: Provide ongoing review and guidance to tier 1 triage on work hours reported and SLAs. Create a process to review tickets that are outside of thresholds. Monitor the PowerBI dashboard to assure company, team, and individual performance objectives are met.

Support and Guidance: Provide ongoing support and technical expertise to Tier 1 personnel, assisting them in the resolution of challenging tickets and improving their troubleshooting skills.

Quality Assurance: Monitor and evaluate the quality of responses and resolutions provided by the triage team. Implement strategies to improve accuracy, timeliness, and customer satisfaction.

Training and Development: Conduct regular training sessions to enhance the technical and customer service skills of the Tier 1 team. Mentor staff to foster a culture of learning and continuous improvement.

Technical Documentation: Responsible for creating and maintaining technical documentation of standard operating procedures. Ensure that documentation is clear, accurate, and up-to-date.

Contribution to Issue and Resolution Database: Actively contribute to the development and maintenance of the issue and resolution database to aid in the swift resolution of future tickets.

Reporting and Analysis: Track and analyze trends in IT support issues to prevent future problems. Report significant incidents and resolutions to higher management.

Customer Interaction: Engage directly with customers as needed, especially in managing high-impact or sensitive issues. Ensure that all customer communications are handled professionally.

Process Improvement: Continuously seek and implement improvements in support processes and procedures to increase the efficiency and effectiveness of the help desk operations.

Requirements

Experience: At least 5 years of experience at an IT Managed Services company working on a help desk in an IT support role with a minimum of 2 years in a supervisory or team lead capacity.

Technical Skills: Proficient in process design and identifying behavior or root cause patterns. General understanding of support tools and technologies for troubleshooting hardware, software, and network issues. Experience with help desk software and remote troubleshooting techniques. Experience in Incident Response process and working with a Security Operations Center (SOC) post-identification of an incident to contain and remediate.

Leadership Skills: Demonstrated ability to lead and motivate a team to meet the company’s strategic goals. Strong problem-solving and decision-making capabilities.

Communication Skills: The position requires excellent verbal and written communication skills. The ability to understand your audience, role shift, and explain complex technical details to non-technical personnel and customers.

Customer Service: Strong customer service orientation with a proven track record of enhancing customer satisfaction.

Adaptability: Must be comfortable with frequent interruptions and manage multiple escalations throughout the day.

Documentation Skills: Strong capability in technical writing, particularly in documenting procedures and contributing to knowledgebase.

Working Conditions

Fast-paced with constantly evolving technology

Requires availability for occasional after-hours work to manage urgent issues or conduct maintenance tasks.

Involves direct customer interaction both remotely and in person.

This role is pivotal in ensuring that our IT support operates smoothly and efficiently, providing leadership to our Tier 1 team, and managing critical escalated issues with a high level of expertise and professionalism.

InData Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.