Help Desk Team Lead

Job description

The Help Desk Team Lead provides support to internal and external team members. The Help Desk Team Lead position also supervises the work of a team of help desk support team members. This is a key IT role responsible for delivering first line customer service for IT services, efficiently resolving help desk requests, installing PCs and other computer equipment, and assisting with small scale technology projects. Job Functions: - Provide high level of customer service to all users. - Administrate IT assets accurately and timely with asset management process: hardware, software, licensing. - Facilitate and create documentation for the IT knowledge base. - Track and manage IT support incidents. - Facilitate and manage IT training programs. - Manages a team of help desk representatives. - Develops and supports information systems products and services which include, but are not limited to personal computers, peripherals, internet connection, installed software applications, networking or access issues. - Implement training and help desk software capabilities to strengthen service operations. - Ensure service requests are properly resolved according to organizational standards. - Overse...