Job Details

We are seeking a motivated and experienced IT Helpdesk Team Lead to oversee our helpdesk team and ensure that our IT support services meet the needs of the organization. The ideal candidate will have strong technical knowledge, as well as leadership skills and a passion for delivering outstanding customer service. You will be responsible for leading a team of help desk technicians in the US region, managing support requests, and driving continual improvement in IT service delivery.

Key Responsibilities:
Team Leadership:

• Lead, mentor, and develop a team of helpdesk technicians to enhance their skills and performance.
• Foster a positive team environment that encourages collaboration, creativity, and excellence in service delivery.

• Oversee the day-to-day operations of the IT helpdesk in the US region, ensuring timely and effective resolution of support requests.
• Monitor ticketing systems to track and report on the status of support requests and escalate issues as necessary.

• Ensure high levels of customer satisfaction by establishing and maintaining positive relationships with end-users.
• Address escalated customer complaints and issues while providing effective solutions.

• Develop and track key performance indicators (KPIs) such as SLA for the helpdesk team to assess team performance and identify areas of improvement.
• Conduct regular performance reviews, provide constructive feedback, and support professional development initiatives.

• Analyze helpdesk processes and workflows to identify and implement improvements for efficiency and effectiveness.
• Document standard operating procedures and maintain knowledge base articles for common issues and resolutions.

• Provide ongoing training and support for the helpdesk team to keep them updated on new technologies, tools, and best practices.
• Assist in onboarding new team members.

• Work closely with other IT teams (network, systems, security) to coordinate support efforts and escalate complex issues.
• Support IT projects and initiatives by providing assistance and resources as needed.

• Bachelor's degree in information technology, Computer Science, or a related field, or equivalent work experience.
• Minimum of 7 years of experience in IT support or helpdesk roles, with at least 3 years in a leadership position.
• Strong understanding of IT service management principles and ITIL frameworks.
• Proficiency in support tools like ticketing systems, Azure Entra, Active Directory, mobile device management, office 365 admin portal, and scripting.
• Experience with Atlassian tools, specifically Jira for workflow management, vendor management and Microsoft licensing.
• Excellent problem-solving skills and the ability to think critically under pressure.
• Exceptional communication and interpersonal skills, with a focus on customer service.
• Ability to manage multiple priorities and adapt to changing environments.