Help Desk Tier 1 Lead

Company: Human Touch Llc
Location: Silver Spring
Posted on: November 18, 2021

Job Description:

The Help Desk Lead functions as a supervisor as well as a senior Call Center Technician. This position is responsible for ensuring all tickets handled by Tier 1 Technical Support are handled promptly and effectively. The Help Desk Lead coordinates administrative and technical workloads for the team, communicates and enforces procedures, coordinates training, provides updates on changing customer requirements, provides solutions for desktop and laptop issues, and ensures issue resolution.The Lead develops and mentors team members, provides feedback to team members on quality assurance and customer satisfaction, and serves as the liaison between team members, client management, and company management. The Help Desk Lead is also responsible for incident management, strategizing efficient workflow, ensuring adequate staffing levels and providing reports to management as needed.The Help Desk Lead is responsible for ensuring staffing needs are communicated and met, including coordinating support for on-call needs, fill-in support for and from other teams, and customer needs and other job duties as assigned.Help Desk Leads should demonstrate the core competencies of communication, leadership, ability to drive change, innovative outlook and problem analysis. They should possess proven excellent customer service skills and call tracking/problem management software experience, involving detailed documentation skills. Excellent problem-solving skills and broad understanding of relationships between hardware and applications are necessary. Proven knowledge of basic PC troubleshooting and troubleshooting Windows 7 and Windows 10 computers. Required professional attitude, company focus, and strong work ethic and proven ability to follow through on open issues and handle multiple priorities in a fast-paced environment with dynamic priorities are needed to perform the job duties. Must be able to obtain Public Trust security clearance. Ability to work shift and on-call work, which may include overnights and weekends to support 24/7/365 operations.Location: 10903 New Hampshire Ave, Silver Spring, MD 20903Job Type: Full-time

Keywords: Human Touch Llc, Silver Spring , Help Desk Tier 1 Lead, Other , Silver Spring, Maryland