Salesforce Team Leader

About the role

The Helpdesk Team Lead is responsible for delivering technical support to employees across the organization through phone, email, and in-person interaction. This role assists both end users and IT team members while staying current with evolving technologies. The position also supports system performance, troubleshooting, and user training efforts.

Responsibilities

• Oversee the daily performance and functionality of computer systems
• Provide assistance with computer hardware and software, including printing, installations, word processing, email, and operating systems
• Set up equipment for employee use, ensuring proper installation of cables, operating systems, and software
• Review technical manuals, confer with users, and run diagnostics to identify and resolve technical issues
• Respond to user inquiries regarding software and hardware operation
• Install and perform minor repairs on hardware, software, and peripheral equipment
• Collaborate with staff and management to determine system requirements or modifications
• Execute system commands and monitor performance to verify proper operation and detect errors
• Maintain accurate records of support activities, system issues, and resolutions
• Develop training materials and instruct users on proper use of systems and applications
• Perform additional duties as assigned

Competencies

• Cultural awareness
• Communication proficiency
• Decision-making ability
• Attention to detail
• Design insight
• Organizational skills
• Business acumen
• Relationship management
• Emotional intelligence
• Collaboration

Work environment

This role primarily operates in a standard office setting with routine use of computers, phones, and other office equipment such as printers, scanners, and mobile devices.

Physical demands

This position requires regular communication and the ability to move throughout the office or customer sites. Duties may include extended periods of sitting at a workstation as well as standing or walking. Visual requirements include close, distance, color, peripheral vision, depth perception, and focus adjustment.

Schedule

This is a full-time position. Typical hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. Occasional evening or weekend work may be required.

Travel

Minimal overnight travel is expected. Occasional travel to satellite locations or other office sites may be required during normal working hours.

Required qualifications

• High school diploma or GED
• One to two years of related experience or training
• Experience with Active Directory, ticketing systems, or remote support tools
• Strong troubleshooting and communication skills
• Valid driver's license required

Preferred qualifications

• Bachelor's degree in a related field or three to five years of relevant experience
• Certifications such as CompTIA A+, ITIL, or Microsoft Fundamentals
• Basic knowledge of networking concepts (TCP/IP, DNS, DHCP)

Benefits

• Matching 401K
• Health, dental and vision starting day 1
• PTO
• Volunteer hours