Help Desk Lead

Lead Help Desk

We seek a dynamic individual to join us as a Lead Help Desk Technician.

Role Overview:

You will be pivotal in managing and leading our technical support team. Your responsibilities will include overseeing daily operations, implementing efficient workflows, and ensuring exceptional service delivery to our internal stakeholders. This role offers an exciting opportunity to contribute to the success of our organization while leveraging your expertise in IT management and support.

Key Responsibilities:

• Lead the day-to-day activities of the PC and Help Desk technician team.
• Plan and prioritize team tasks to ensure timely resolution of technical issues and support requests.
• Customize technological solutions to meet the specific needs of different departments within the organization.
• Evaluate, refine, and implement work processes related to hardware and software troubleshooting and maintenance.
• Collaborate with various interfaces across the organization to address technical challenges and support requirements.
• Provide guidance and training to new team members, fostering their professional development and proficiency.
• Demonstrate initiative, creativity, and a strong commitment to delivering exceptional service to internal stakeholders.

Requirements:

• Minimum 3 years of experience in a similar role within a large company.
• Ability to build and implement workflow processes.
• Proficiency in Windows 10 operating systems and familiarity with Office 365 systems.
• Knowledge of user management and working in a Microsoft server environment (AD).
• Experience in handling major and IP telephony issues.
• Experience with remote control software such as VNC, RDP, VPN, Team Viewer.
• Experience with desktop and laptop hardware (graphics cards, PSU, MB, CPU, RAM, SSD, M.2, printers).
• Basic knowledge of network protocols and security (SSL, DHCP, TCP/IP, DNS, GPO, etc.).
• Basic understanding of media devices and Casting - TVs, receivers, converters, and streamers.
• MCSA, MCITP, or CCNA certification is a plus.
• Familiarity with Mac OS is a plus.
• Experience in user support and use of ITSM systems is a plus.
• Service-oriented mindset, strong leadership, prioritization skills, and task management.

Join us and be part of a dynamic team dedicated to excellence in technical support and innovation. If you are passionate about technology and possess the skills and experience required for this role, we encourage you to apply now.