Help Desk Team Lead

About the role

Supervise the help desk team, manage day-to-day operations, and ensure the delivery of high-quality technical support to end-users. This role involves providing guidance and support to team members, handling complex technical issues, and implementing best practices to enhance service delivery and customer satisfaction.

Responsibilities

• Foster a positive work environment that encourages collaboration, professional growth, and high performance.
• Oversee daily operations of the help desk, including ticket management, issue resolution, and service request fulfillment.
• Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs) for response times and resolution rates.
• Coordinate and prioritize support requests to ensure timely and efficient handling of issues.
• Provide advanced technical support for complex or escalated issues that cannot be resolved by junior team members.
• Troubleshoot and resolve hardware, software, and network issues, and provide guidance on best practices for system usage.
• Document solutions and maintain knowledge base articles to assist with recurring issues.
• Identify opportunities for process improvements and implement best practices to enhance help desk efficiency and effectiveness.
• Monitor and analyze help desk metrics and feedback to identify trends, issues, and areas for improvement.
• Develop and refine help desk procedures, workflows, and documentation to ensure consistency and quality of service.
• Ensure high levels of customer satisfaction by providing exceptional service and addressing user concerns promptly.
• Manage escalations and handle difficult customer interactions with professionalism and empathy.
• Gather and analyze customer feedback to identify areas for improvement and enhance the overall support experience.
• Communicate effectively with management, other departments, and external vendors regarding help desk activities and issues.
• Manage inventory of hardware and software resources used by the help desk team.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field (or equivalent work experience).
• 2 years of experience in a help desk or technical support role, with 1-3 years in a leadership or supervisory position.
• Relevant certifications (e.g., ITIL, CompTIA A+) are a plus.
• Strong technical knowledge of hardware, software, and network systems.
• Proven experience in managing and leading a help desk team, including training, performance management, and process improvement.
• Excellent problem-solving, communication, and customer service skills.
• Proficiency in help desk software, ticketing systems, and Microsoft Office Suite.

About Us

Moxie Pest Control is named for the drive and enthusiasm embraced by our team! Our mission is to improve the quality of life for our customers, team, and community. We believe in striving to do the right thing because we genuinely care about our employees and customers, the work we do, and our personal and professional character. We’re more than just a pest control company!

What We Live By

• Do The Right Thing – We believe in striving to do the right thing because we genuinely care about our customers.
• Be Nice – We think kindness is contagious, and we believe small gestures can have a big impact.
• Be The Solution – It’s an understatement to say we take pride in our work. We live by the motto: “If a thing is worth doing, it’s worth doing well.”
• Keep Improving – Because we care about helping our customers, we take our job knowledge seriously.

Benefits

• 2021 & 2022: Great Places To Work and Top Places to Work Awards & Recognition
• In Office, Remote, and Hybrid Work Environment
• Monthly Company Events
• Quarterly Service Projects
• Comprehensive medical coverage that covers many common services at no cost or for a low copay
• Additional options for dental and vision benefits, life and disability coverage and more
• 401K Plan
• Long- and Short-term Disability Coverage (Voluntary)
• Paid Time Off