Support Team (Helpdesk) Lead

The Support Team Lead is responsible for supporting and empowering a team of Support Technicians to provide excellent customer service by troubleshooting and resolving customer issues to 300+ clients. In this role, you are accountable for supervising your team and ensuring quality customer service and accurate ticket resolution that drives customer retention.

You will be empowered to leverage platform and dashboards to manage ticket assignment and resolution metrics and will perform ticket audits to ensure efficient and effective customer resolution in addition to identifying and delivering team member development and training. You will also serve as a key conduit for customer feedback to the Support Manager in order to enhance products and services.

Essential Knowledge, Skills, and Competencies:

To successfully perform in this role, an individual must consistently demonstrate the following abilities and be willing to jump in to resolve tickets when customer demand is high., * Oversee help desk support for approximately 80 clients, supervising a team responsible for resolving up to 80 tickets a day through effective ticket assignment, delegation and appropriate escalation.

• Demonstrate a consistent commitment to customer service through effective ticket resolution, proactively anticipating customer needs, and working with internal teams to ensure complex and/or escalated issues are resolved.
• Proactively seek out customer feedback and insights, providing recommendations to the Support Manager and leadership to strengthen the organization’s product and service offerings.
• Embody the brand by building productive relationships built on trust, patience and results with internal staff, customers and vendor partners.
• Seek to overcome challenges and accept failure as an opportunity for improvement.

Support Team Leadership:

• Set clear team schedule, goals and expectations.
• Delegate tasks and set deadlines.
• Manage team performance and report on metrics.
• Perform regular ticket audits to recognize success and identify opportunities for improvement.
• Participate in the interview process to vet qualified team members.
• Listen to team members’ feedback and resolve issues or conflicts in a timely manner.

Talent Development:

• Appropriately load balance by assigning tickets to the appropriate talent, ensuring timely completion and opportunities to learn and grow.
• Identify team member development needs and coach accordingly.
• Collaborate with Support Manager to develop and deploy training.
• Provide new hire training and participate in 60 & 90 Day Introductory Evaluations.
• Recognize high performance and reward accomplishments.

Technical Prowess:

In order to effectively lead and coach your Support Team, the following technical skills and experiences are required.

You will be expected to diagnose and resolve technical issues across a variety of hardware, software, and networking topics including but not limited to:

• Remote desktop support
• Windows Server (all versions)
• Various server environments
• Microsoft SQL
• Enterprise level network architecture
• Complex LAN/WAN environments
• Disaster recovery solutions
• Backup solutions and applications (Appassure, Veeam, etc.)
• Load balancing technologies
• VPN technologies
• Network security (Cisco, SonicWall, PFSense, etc.)
• Virtualization technologies (VMWare, Hyper-V, etc.)
• Microsoft Exchange / Hosted Exchange
• Various operating systems (Linux, MacOS, Windows)
• Encryption technologies (Bitlocker, Symantec, etc.)
• Active Directory
• Network protocols (TCP/IP, LDAP, Domain, DHCP, DNS, etc.)
• Desktop applications
• Networking and configurations (Switching, routing, firewalls)
• Web technologies (XML, HTML, CSS)
• VoIP phone systems

• Preferred certifications include CompTIA A+, Network+, CCNA but are not required
• 5 years experience in a technical support, helpdesk, network support position
• Management experience highly desired
• Degree valued but not required

Other Expectations:

• A general understanding of our industry is expected; familiarity with IT management consulting services is helpful.
• Adherence to all job-related practices, policies, and procedures.
• Previous work experience and education that align with the requirements of the job as outlined above.
• Reliable transportation and current auto insurance to travel 5% for onsite customer support.
• Constant, quick, and accurate use of a personal computer, automation systems, and office equipment.

Behavioral Traits for Success:

• Collaborative approach.
• High standard of quality for work performed.
• Tenacity, adaptability, and stress tolerance.
• Natural tendency to take proactive steps to achieve objectives.
• Emotional Intelligence