Help Desk Team Lead

Overview

We are seeking a dedicated and experienced Helpdesk Team Leader to oversee our technical support team. This role is essential in ensuring that our IT support operations run smoothly and efficiently. The Helpdesk Team Leader will be responsible for maintaining the design and integrity of customer’s software systems, coordinating complex projects, and implementing software solutions. This position involves seamless communication with internal and external contact points to ensure exceptional customer service delivery in a timely and quality-focused manner.

Duties

• IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Microsoft, and VMware.
• Design, implementation, and support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
• Engineer and implement system solutions for customers using technologies that meet their needs.
• Implement and support disaster recovery solutions.
• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• System documentation and consulting.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
• Ability to work in a team and communicate effectively.
• Develop in-depth knowledge of the technology stack and how it relates to customer’s needs.
• Document internal processes and procedures related to duties and responsibilities.

Requirements

• Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP.
• Self-motivated with the ability to work in a fast-moving environment.
• Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care.
• Diagnosis skills of technical issues.
• Ability to multi-task a...