Help Desk Team Lead

About the role

The Help Desk Team Leader ensures the team delivers excellent customer service in compliance with Service Level Agreements (SLAs) and that incident restoration is expedited and properly managed. This role monitors and reports on performance metrics such as call volume, first-contact resolution rates, open calls, and aged calls.

Responsibilities

• Log incidents and service requests in a dynamic Help Desk environment, targeting the highest percentage of first-call resolution.
• Provide support for existing IT systems and troubleshoot hardware or software-related problems.
• Track Help Desk requests, respond to customers, update the incident management system, and resolve issues.
• Develop Daily Status Reports and ensure Help Desk procedures comply with customer SLAs.
• Submit weekly Help Desk reports, including graphs and metrics supporting performance data and SLA agreements.
• Ensure all new user requests and changes are assigned and resolved in a timely manner.
• Escalate service requests to the appropriate technician to ensure prompt resolution.
• Assist with desktop support functions as needed.
• Design and implement Mainframe and Client Server Printing systems.
• Provide Microsoft Active Directory support.
• Perform other duties as assigned based on departmental needs.

Core Competencies

• Ability to work in a fast-paced environment and prioritize a varied workload across multiple systems and customers.
• Excellent written and oral communication skills.
• Ability to work flexible and overtime hours.
• Strong troubleshooting skills for various Help Desk issues.
• Ability to learn new skills and software quickly.
• Ability to work in a team environment to collectively address and resolve issues.
• Responsiveness to customer and management needs or requests for assistance and reports.

Requirements

• 3+ years’ experience as a Help Desk Technician with increasing roles of responsibility.
• High School Diploma or equivalent.
• Typing speed of 35+ words per minute.

Preferred Qualifications

• Associate Degree in Computer Systems, IT Technology, or a related field.
• 5+ years’ experience as a Help Desk Technician with increasing roles of responsibility.
• Proficiency in Microsoft Office (Outlook, Access, PowerPoint, Excel, and Word).
• Experience with mortgage servicing systems such as MSP, LSAMS, or FISERV.
• Knowledge of in-house software/systems: LPTS - LERETA Property Tax, LERETANet, Mainframe, TTS - Total Tax System, TS2, WebXtender, iSupport.

Pay

$23.04 - $28.00 per hour.