Help Desk Lead

Essential Duties and Responsibilities:

- Supervise the activities and personnel associated with providing technical services to customers by identifying, prioritizing, and confirming resolution of reported problems with desktops, laptops, and networked systems.

- Ensure that all phases of desktop support including; installations, upgrades, software, hardware, operating systems, and operating system configuration issues, are properly coordinated, monitored, tracked, and resolved.

- Create and manage escalation procedures and ensures service levels are maintained.

- Develop information technology projects and provide strategic management and objectives for the department.

- Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.

- Oversee the development, implementation, and administration of help desk staff training procedures and policies.
- Leads and directs the work of other employees and has responsibility for personnel actions including; hiring, performance management, and termination.

Job-Specific Essential Duties and Responsibilities:

- Identify training needs and development opportunities for subordinates.

- Identify scheduling opportunities and propose work schedules.

- Assign duties to subordinates to ensure efficiency and maximize productivity.

- Review job performance with subordinates to identify causes and issues and works closely with the HR on resolving problems and take appropriate action.

- Ensure compliance with company Wage & Hour policy.

- Complete Quality audits assist with taking escalation calls as needed.

- Comply with accountability process for performance, conduct, attendance.

- Manage queue and take required action during outages or surges.

- Manager Resource Mailboxes, Service Now Dashboards and ensure that SL thresholds are met.

- Attend and participate in client and model calls.

- Assist with escalations/calls as needed.

- Flex schedule as need to ensure program is covered as required.

- Document, track, and monitor problems to ensure resolution in a timely manner.

- Develop information technology projects and provide strategic management and objectives for the department.

- Select, develop, and evaluate personnel to ensure the efficient operation of help desk functions.

- Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.

- Manage a team of technicians while also coordinating with other functional teams.

- Perform all management functions required for a staff covering a 7 am to 7:30 pm ET operation.

- Ensure all Help Desk service levels agreements are enforced in consultation with end users to establish problem resolution expectations and timeframes.

- Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.

- Manage the processing of incoming reque...