Help Desk Lead

Metro is looking for an IT Helpdesk Lead to oversees the day-to-day operations of the helpdesk team. The Helpdesk Lead will provide leadership, guidance, and technical expertise. He/she will provide guidance and support to our service technicians by fielding questions, issues, and escalations. You will also drive customer service and KPIs for the team and for individual technicians. This role serves as an escalation point for difficult service tickets and helps coach team members to improve skills. This role is a pure remote role and can be located anywhere in the Philippines, United States, working hours are primarily Eastern Time Zone.
Responsibilities:

• Serve as the primary point of contact for all technician questions and issues.
• Serve as the primary point person monitoring ConnectWise and Teams channels to ensure technicians are receiving ideas and guidance to resolve their tickets.
• Serve as the first line of defense for escalations.
• Serve as the primary point of contact and communication status across multiple departments, leadership, stakeholders, and customers.
• Manage high priority escalations with finesse and respond in a timely manner.
• Monitor the service board to ensure technicians are completing tickets in a timely manner.
• Assign and oversee ticket dispatch process within ConnectWise Manage, ensure timely and accurate ticket assignments.
• Provide guidance or reassign tickets as needed when technicians are stuck and cannot move forward.
• Ensure effective flow of tickets are moving through the queue and maintain team workflow.
• Assist with complex technical issues escalated from Level 1 or 2 support teams.

Provide additional support as needed on days that are busy or short-staffed.

• Drive customer satisfaction, technical proficiency, timeliness of support delivery, and understanding customer needs around speed, quality, and value.
• Hold team accountable and maintain Help Desk documentation, manuals, wikis, and knowledge base.
• Provide coaching and feedback to improve team member capabilities and technical

Knowledge.

• Identify opportunities to streamline Help Desk processes and implement new technologies to drive efficiency.
• Drive Metro CSG service KPIs as a team and for each individual technician.

Requirements:

• 5+ years Help Desk support experience including at least 2 years in a team lead or

management role.

• Knowledge of PC hardware installation, repair, testing, and troubleshooting is a plus.
• Expert-level technical troubleshooting skills across CSP/MSP core technologies.
• Exceptional customer service, communication, leadership, and coaching abilities.
• Extensive experience with ConnectWise Manage and Help Desk processes/procedures preferred.
• Background working within a managed services provider and/or cloud solutions

provider.

• Organization and attention to detail.
• Ability to multitask and work independently without assistance from others.
• Ability to manage and direct the work of others.
• 1-2 years of tech support experience is required.
• 1-2 years of customer service experience is required.
• 1-2 years of leadership and training experience in an IT environment is required.
• Experience in an MSP environment is highly preferred.
• Strong technical and documentation skills and ability to create "how-to" guides, FAQs, etc.
• Microsoft certifications such as MS-900, AZ-300, AZ-900, MCSA, MCSE a plus
• Bachelor's degree in Information Technology or Computer Science is preferred.

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