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The Helpdesk Team Lead will work closely with colleagues to ensure consistent, high quality service. You will work with a team of helpdesk technicians and be responsible for ensuring a positive customer experience, and assist with any technical related questions. Essential Functions and Responsibilities
- Work closely and collaboratively with peers and across departments to effectively to assist with Level 1 and Level 2 Service Desk operation
- Work closely with company leadership to establish clear goals and metrics that the service team will focus on throughout the year
- Proactively monitor assigned and open tickets, contacting customers when necessary, and ensuring tickets are updated on a timely basis
- Monitor communications to ensure Service Desk team provides patient, knowledgeable, helpful and applicable advice to customers in a professional manner
- Follow appropriate policies and procedures for creating, scrubbing, updating, escalating, transitioning, and closing customer incidents and requests
- Ensure attention to proper detail when coding and documenting tickets to provide essential reporting and maintenance of historical ticket data
- Serve as an escalation point for complex customer issues
- Understand customer usage and account health to proactively mitigate any renewal risk
- Analyze data and identify support trends and trigger opportunities to drive reliable support and identify business opportunities at customer accounts
- Contribute to the creation of standards and best practices
- Strong knowledge of customer service and customer success management
- Customer-focused, with an ability to understand and manage customer expectations
- Ability to manage issues of diverse and ambiguous scope which require evaluation
- Proven track record of success in identifying customer needs and implementing long-term solutions in an MSP environment
- Experience using metrics to make data-driven decisions
- Ability to build rapport and trust with customers and internal stakeholders on all technical levels
- Strong organizational skills
- Professional written and verbal communication skills
- Ability to manage multiple tasks and projects with ease
- General knowledge of contemporary information technology vendors and concepts found in small and mid-size businesses