Help Desk Team Lead

Please note: We are currently taking applications to review at the END of April. This job ad will be open for the next 30 days and reviewed at the end of the month. You will receive an email from us if you are selected to proceed forward!

The Service Desk Team Lead will be responsible for overseeing a team of Level 1 Technicians. This role will work with the Service Delivery Manager to build and execute the strategy and vision for the continued growth of LeadingIT. This role will ensure that the highest level of customer service is being delivered to multiple clients and serve as an escalation point for technical issues on the Level 1 Team.

Essential Duties and Responsibilities

• Co-ordinate and manage the day-to-day activities of the team by monitoring and managing the distribution of the daily workload evenly across all team members.
• Act as liaison and point of contact between our clients and the system administrators to ensure complete satisfaction of IT services and operational needs.
• Manage technology projects and deployments for Answerport’s Managed Services clients and internal technology teams.
• Document IT standards and technical specifications to maintain documentation for training and issue resolution.
• At times provide technical support and direction to clients.
• Motivating, coaching, and developing the team to deliver the highest level of service to the clients and ensure that expectations are delivered on time.
• Set clear objectives, evaluate progress against objectives, and instill performance-oriented culture with focus on accountability.
• Encouraging team input into procedures and practices – assisting them in developing their ideas.
• Ensure key SLAs are met for support and to ensure progress updates are provided as required where service issues are identified.
• Ensure activity on projects is regularly monitored to ensure milestones are met.
• Contribute to the on-going development of the Managed Support function by sharing knowledge, experience, and expertise with other Team Leaders.
• Experience within an MSP environment.
• Experience planning, managing and reporting on comprehensive budgets.
• When needed, act as the point of contact for On-Call escalation and redirection for critical issues.

Qualifications

• Prior experience motivating and leading IT system administrators, engineers, or support for high growth and accountability.
• Understanding of ticket management, client reporting, SLA management, and support team management.
• Prior experience as a Systems Administrator or Systems Engineer.
• Prior experience doing hands-on technical work and managing technical teams, including a working knowledge of client onboarding activities, support request escalation, client reporting, and support team task prioritization.
• Prior experience establishing new processes and systems to support improved customer service and an improved customer experience.
• Proven experience in a combined customer service handling / technical support role.
• A degree or equivalent qualification in Information Technology, Computing or relevant subject.
• Experience of providing structured feedback and coaching others
• High standard of communication both written and verbal
• Capable of managing own workload with minimal supervision
• Able to prioritize and distribute team workload effectively
• Ability to travel up to 20% as needed.
• Must be authorized to work in the United States.

What this role will entail:

• Lead Manage and hold Help Desk Team Accountable
• Co-ordinate and manage the day-to-day activities of the team by monitoring and managing the distribution of the daily workload evenly across all team members.
• Document IT standards and technical specifications to maintain documentation for training and issue resolution.
• At times provide technical support and direction to clients.
• Point of contact/trainer for all new employee Help Desk onboarding
• Motivating, coaching, and developing the team to deliver the highest level of service to the clients and ensure that expectations are delivered on time.
• Set clear objectives, evaluate progress against objectives, and instill performance-oriented culture with focus on accountability.
• Encouraging team input into procedures and practices – assisting them in developing their ideas.
• Ensure key SLAs are met for support and to ensure progress updates are provided as required where service issues are identified.
• Experience within an MSP environment.
• When needed, act as the point of contact for On-Call escalation and redirection for critical issues.
• Identify and suggest possible improvements on procedures

What we need from you (system requirements):

• Driven to succeed at work and in all of life, hard work required
• ACCOUNTABLE to our clients as well as our company
• Keep a POSITIVE mindset with a solution focus.
• Desire for EXCELLENCE in what we do, all day every day.
• HUMBLY CONFIDENT you can make it happen, and if not, able to ask for help.
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues
• Passionate (and patient) about problem solving and customer service.
• Diligent with note taking, following process, and documentation.
• Driven to learn more, stay positive, and grow; not only as a team member but in all of life.
• Help Desk Experience is a plus
• Project Manager Experience is a plus
• MSP experience is wanted but not mandatory

More about us and where we are going:

Our goal is to become the BEST cybersecurity and IT provider across Chicagoland. We PROTECT growing Chicagoland organizations from malicious cybersecurITy threats and subpar nickel + dime IT support. We have doubled our company (team of 40+ with 200+ clients) in the last two years and will continue to grow at fast pace – planning to triple across the next three years.

• We have a fast-paced environment with ZERO micromanaging, we assess RESULTS.
• We gather feedback and adjust how we operate based on YOUR ideas.
• We CARE about our team and our clients and understand the need for flexibility with life+work.

THREE great locations in Woodstock, IL as well as downtown Chicago (both are just off Metra UPNW line) and Manteno, IL and/or some flexibility to work from anywhere.

Our all-inclusive total compensation and benefits package for this role includes:

• Salary is based on your experience, drive and the value you can bring our company; and is in the range of $57,000 – $65,000.
• Ascension plan if applicable
• We provide 100% company paid health, dental, life, and vision benefits – value of $4,500 to $14,000/year
• We match 5% of your contributions to Guideline 401k – value of 5% of salary.
• More than 14+ days of paid time off AND two weeks vacation.
• Company provided gear (notebook + iPhone) as well as company clothing.

Our hiring process:

• Submit your application
• AND complete a communication survey (7 min) REQ’D (Please check your spam folder. Sometimes the email goes there instead of your inbox.)
• If we like what we see, we will reach out to schedule a video interview

For a more in depth look at our jobs/benefits/hiring timeline check out www.goleadingit.com/careers