Help Desk Team Lead

Robert Half is looking for a Technical Support Team Lead for a growing company. To be successful in this role, you should be a creative problem solver who enjoys working in a dynamic and rapidly-changing work environment. Because this role is very visible within the company, you will have the opportunity to make a positive impact on the department and organization.

• Lead and manage the service desk team to ensure the delivery of high-quality technical support to external clients.
• Provide escalation support for Windows, Microsoft Office, LAN/WAN networks, hardware, desktop operating systems, and a variety of other applications.
• Providing leadership and guidance through team building, training, and coaching, fostering a passion for customer service and building strong, long-term customer relationships.
• Utilizing statistical analysis to enhance quality and efficiency, monitoring Key Performance Indicators against industry best practices, and innovating policies and procedures for improved service delivery.

• Experience supporting Windows OS, networked and local printers, and business applications
• 2+ years of experience managing or leading a technical support team
• Excellent troubleshooting skills
• Industry certifications
• Demonstrates the capability to manage daily activities of others, offering constructive feedback and direction.
• Proficient in writing and delivering performance reviews to subordinates.
• Basic TCP/IP networking concepts
• Experience with IT support ticketing systems

Cisco Technologies, Cloud Technologies, ITSM, Active Directory, Computer Hardware, Configuration Management, Deployments, Deskside Support, Microsoft Exchange, Microsoft Azure, Team Management, Microsoft Windows, MS Office 365