Help Desk Team Lead

Exodigo is the leading underground mapping solution for non-intrusive discovery. Our platforms combine multi-sensor fusion, 3D imaging, and AI technologies to create complete, accurate underground maps that enable confident decision-making for customers across the built world. We transform the project lifecycle for our customers, who include key stakeholders in the utilities, transportation and government sectors. We are experiencing sky-rocketing growth and closed a historically large $105M Series A round in February of 2024.

Exodigo is looking for a highly skilled and motivated Helpdesk Team Lead.

Responsibilities:

• Manage a Help Desk team by delegating and prioritizing tasks, overseeing performance, and maintaining a supportive and professional work environment.
• Onboard and train new team members to ensure they can handle the team’s responsibilities.
• Promote professional development and personal growth among team members.
• Oversee the resolution of complex technical issues, ensuring they are handled effectively.
• Provide creative technological solutions for various technical problems related to end-user support, including software, hardware, and network issues.
• Upgrade and install new software and hardware systems for the organization.
• Address organizational IT issues, including operating systems, applications, and end-user equipment.

Job requirements:

• 3 to 5 years of experience in technical support, including at least 1 to 2 years in a leadership role.
• Extensive technical knowledge in areas such as operating systems (Windows, macOS), end-user equipment, network management, storage systems, and cybersecurity.
• Experience in project management with the ability to effectively prioritize tasks.
• Excellent interpersonal skills, strong service orientation, and negotiation abilities.
• Ability to work well under pressure.
• Experience with CRM systems (customer request management) is a plus.
• IT certifications (e.g., ITIL, Microsoft certifications) are advantageous.

Personal Attributes:

• Leadership skills that effectively guide and motivate the team.
• A proactive approach to problem-solving.
• Strong analytical thinking to quickly resolve technical issues.
• Excellent communication skills and adaptability in a dynamic environment.