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Helpdesk Team Lead

  • Danville, IL
  • Direct Hire
  • Job ID: 21-00138-1

The Helpdesk Team Lead will work closely with colleagues to ensure consistent, high quality service. You will work with a team of helpdesk technicians and be responsible for ensuring a positive customer experience, and assist with any technical related questions.

Essential Functions and Responsibilities

  • Work closely and collaboratively with peers and across departments to effectively to assist with Level 1 and Level 2 Service Desk operation
  • Work closely with company leadership to establish clear goals and metrics that the service team will focus on throughout the year
  • Proactively monitor assigned and open tickets, contacting customers when necessary, and ensuring tickets are updated on a timely basis
  • Monitor communications to ensure Service Desk team provides patient, knowledgeable, helpful and applicable advice to customers in a professional manner
  • Follow appropriate policies and procedures for creating, scrubbing, updating, escalating, transitioning, and closing customer incidents and requests
  • Ensure attention to proper detail when coding and documenting tickets to provide essential reporting and maintenance of historical ticket data
  • Serve as an escalation point for complex customer issues
  • Understand customer usage and account health to proactively mitigate any renewal risk
  • Analyze data and identify support trends and trigger opportunities to drive reliable support and identify business opportunities at customer accounts
  • Contribute to the creation of standards and best practices

Qualifications and Required Skills / Knowledge/Skills/Abilities

  • Strong knowledge of customer service and customer success management
  • Customer-focused, with an ability to understand and manage customer expectations
  • Ability to manage issues of diverse and ambiguous scope which require evaluation
  • Proven track record of success in identifying customer needs and implementing long-term solutions in an MSP environment
  • Experience using metrics to make data-driven decisions
  • Ability to build rapport and trust with customers and internal stakeholders on all technical levels
  • Strong organizational skills
  • Professional written and verbal communication skills
  • Ability to manage multiple tasks and projects with ease
  • General knowledge of contemporary information technology vendors and concepts found in small and mid-size businesses

Please note: This client is not accepting candidates submitted by other staffing firms or agencies at this time. Thank you.

Applicants for this opportunity must have an unrestricted right to work in the United States.[Persons in H-l, L-l, and OPT EAD status do not have unrestricted right to work.]
VALiNTRY Services and all its divisions are equal opportunity employers. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or any other federal or state protected category.
For immediate consideration, please contact
Josh Hill – IT Recruitment Manager
O: 321-704-9841 E: [email protected]
LinkedIn: https://www.linkedin.com/in/joshuaahill/
For a complete list of our current openings, please visit VALiNTRYtechnology.com.

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