Help Desk Team Lead

Job Type
Full-time
Description
**MUST BE WILLING TO TRAIN IN CHICAGO**
As the Help Desk Team Lead in our MNS department, you will be responsible for both leading a team of IT Specialists and providing high level IT support to a variety of clients. You will support projects, track assets and ticketing, generate reports, and plan for continuous improvement. This role reports directly to the Help Desk Manager.
Responsibilities

• Ensure the Help Desk maintains a high level of responsiveness, communication, professionalism, and overall staff knowledge
• Ensure the Help Desk staff is appropriately skilled and trained to deliver excellent technical support and quality customer service
• Manage, monitor and report on the services and develop service levels required to support and deliver an exceptional Help Desk environment
• Ensure customer service excellence by monitoring tickets and reviewing customer feedback
• Provide sound judgment for solving complex technical issues
• Coach and develop team members
• Provide front line support and assist in managing tickets and hands on projects

• BS Degree in Information Systems, Computer Science or related experience
• 5+ years of experience working in a Help Desk setting
• 2+ years of work experience in IT Help Desk Management required
• Ability to train and guide Help Desk personnel
• Ability to establish and maintain a professional relationship with team members and department contacts
• Ability to collaborate with team members to meet goals or complete tasks
• High level IT knowledge including in depth knowledge of networks, servers, and firewalls
• Demonstrates ability to produce detailed solutions for a technical audience, and produce clear written communications for a non-technical audience
• Ability to multi-task in a fast-paced multifaceted environment is necessary