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Helpdesk Team Lead

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

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

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.]
For immediate response please forward resumes to [email protected]

Josh Hill
Sr. IT Recruiter
(Direct) 321-704-9841
(Office) 800-360-1407

See all of our open IT / Salesforce positions at www.valintrytechnology.com/find-jobs

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