Help Desk Team Lead

The Help Desk Team Leader ensures that the team is delivering excellent customer service in compliance Service Level Agreements (SLAs) and that incident restoration is expedited and properly managed/tracked. The role is responsible monitors and reports on performance metrics such as the number of calls received, number of calls closed on first contact, number of open calls, and the number of open-aged calls.

Help Desk Team Lead

• Logs incidents and service requests to a dynamic Help Desk environment that targets the highest percentage of first-call resolution
• Provides support for existing IT systems
• Troubleshoots IT problems to determine whether they are hardware or software related and attempts to assess and remedy the problem with the initial call
• Tracks Help Desk requests, responds to the customer, updates the incident management system, troubleshoots and resolves issues submitted to the Help Desk
• Develops Daily Status Reports
• Ensures that Help Desk procedures are compliant with the customer’s Service Level Agreements (SLA’s)
• Submits a weekly Help Desk report which includes graphs and metrics that support the performance data and SLA agreements
• Ensures all new user requests and changes are assigned and resolved in a timely manner
• Escalates service requests to the appropriate technician in a timely manner to ensure prompt resolution of all issues

• Assists where needed in the desktop support function *

• Mainframe and Client Server Printing systems - Design and implementation
• Mainframe Hardware
• Microsoft Active Directory support

This position will perform other duties as assigned based on the needs of the department.

• Ability to work in a fast-paced environment and prioritize a varied workload between multiple systems and customers
• Excellent written and oral communication skills
• Ability to work flex and overtime hours
• Ability to quickly and accurately troubleshoot various Help Desk issues
• Ability to learn new skills/software quickly
• Ability to work in a team environment to collectively address and resolve issues
• Ability to respond with urgency to customer and management needs or requests for assistance, reports etc

Required Education & Experience:

• 3+ years’ experience as a Help Desk Technician with increasing roles of responsibility
• High School Diploma or equivalent
• Must be capable of typing 35 wpm+

Preferred Education & Experience:

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