Support Desk Lead

This is a remote position.

Key Responsibilities:

• Team Leadership and Management:
  

  • Lead mentor and manage a team of support desk agents ensuring they have the tools and training needed to perform their roles effectively.
    
  • Conduct regular performance evaluations provide constructive feedback and create development plans for team members.
    
  • Foster a positive work environment that encourages teamwork collaboration and continuous improvement.
    
  • Coordinate and manage shift schedules to ensure adequate coverage and timely response to customer inquiries.
    

• Support Operations Management:
  

  • Oversee the daily operations of the support desk ensuring that all tickets and customer inquiries are handled promptly and accurately.
    
  • Monitor and manage ticket queues ensuring that SLAs (Service Level Agreements) and response times are met or exceeded.
    
  • Handle escalated customer issues and complaints providing resolution in a professional and timely manner.
    
  • Develop and implement processes and procedures to improve efficiency and effectiveness of the support desk.
    

• Performance Monitoring and Reporting:
  

  • Track and analyze support desk performance metrics including response times resolution rates customer satisfaction scores and agent productivity.
    
  • Prepare and present regular reports to senior management highlighting trends challenges and areas for improvement.
    
  • Utilize data to identify patterns in support requests and proactively address recurring issues.
    
  • Implement quality assurance practices to ensure that all customer interactions meet company standards.
    

• Process Improvement and Innovation:
  

  • Identify opportunities to enhance support processes including the adoption of new technologies tools and methodologies.
    
  • Lead initiatives to automate routine tasks and improve the efficiency of support operations.
    
  • Collaborate with IT and other departments to resolve complex technical issues and ensure seamless service delivery.
    
  • Stay updated on industry best practices and trends applying relevant insights to improve support desk operations.
    

• Customer Relationship Management:
  

  • Build and maintain strong relationships with key customers ensuring that their support needs are met and exceeded.
    
  • Act as a liaison between the support desk and other departments ensuring that customer feedback is communicated and addressed.
    
  • Coordinate with the sales and account management teams to ensure a smooth onboarding process for new clients.
    
  • Ensure that the support desk is aligned with overall business goals and contributes to customer retention and satisfaction.
    

• Training and Development:
  

  • Develop and deliver training programs for new support desk agents ensuring they are wellprepared to handle customer inquiries.
    
  • Organize ongoing training and development sessions to keep the team updated on new products services and support tools.
    
  • Create and maintain a knowledge base of common issues solutions and best practices for the support desk team.
    

Requirements

Qualifications:

• Bachelor s degree in Information Technology Computer Science Business Administration or a related field.
  
• Proven experience in a support desk or IT helpdesk role with at least 23 years in a leadership or supervisory position.
  
• Strong understanding of IT support processes including ticketing systems SLA management and incident escalation.
  
• Excellent leadership and team management skills with the ability to motivate and develop a highperforming team.
  
• Exceptional customer service skills with a focus on empathy patience and effective communication.
  
• Strong problemsolving and analytical abilities with the capability to handle complex technical issues.
  
• Proficiency in support desk software (e.g. Zendesk Freshdesk ServiceNow) and ITSM tools.
  
• Familiarity with ITIL or other IT service management frameworks is a plus.
  
• Excellent written and verbal communication skills with the ability to communicate complex technical concepts to nontechnical audiences.
  
• Ability to work under pressure and manage multiple priorities in a fastpaced environment.
  

Benefits

Benefits:

• Competitive salary and performancebased bonuses.
  
• Comprehensive health dental and vision insurance.
  
• Retirement savings plan with company match.
  
• Professional development opportunities including training and certifications.
  
• Flexible working hours and remote work options.
  
• A collaborative and supportive work environment.
  
• Employee discounts on company products/services.