About the job
The Tier 2 IT Helpdesk Lead plays a pivotal role in ensuring our team provides exceptional customer service while adhering to Service Level Agreements (SLAs). This leadership position involves monitoring team performance metrics and assisting with escalated support calls, especially during peak periods. Our Helpdesk Lead will troubleshoot computer and software issues, identify root causes, and recommend effective solutions. Additionally, the Lead will oversee application project work, including testing primary application releases, while adhering to company policies and standards.
Key Responsibilities:
- Ensure timely and effective responses to IT Helpdesk requests via phone and email.
- Manage ticket queues prioritizing based on urgency and importance.
- Utilize helpdesk tracking software efficiently to maintain case documentation.
- Conduct training sessions for Help Desk Representatives and end-users on various operating systems and supported applications.
- Monitor call performance ensuring Help Desk Representatives meet their SLAs.
- Analyze help desk operations to propose improvements and enhance efficiency.
- Implement strategies to improve call resolution rates and reduce talk times.
- Supervise staff during operational hours to guarantee coverage.
- Investigate user issues, determine solutions, and implement them effectively.
- Configure and troubleshoot personal computers, network cabling, and related equipment.
- Maintain confidentiality regarding sensitive information accessed by end-users.

