The Helpdesk Lead ensures that users receive the highest level of customer service by managing the Helpdesk Level 1 team, promoting best practices for helpdesk and ticketing systems, and providing backup Level 1 support as needed.
This position is based at the Home Office in downtown Chicago, IL and reports to the Director, Application Support.
Essential Job Functions
Manages the Helpdesk Level 1 team
Monitors Helpdesk ticket queues daily ensuring that user requests are being expedited according to issue priority and service level standards.
Serves as liaison to escalation level support teams when issues require further evaluation or information beyond the Level 1 team.
Minimizes downtime by assisting helpdesk with timely identification of issue trends/patterns so that appropriate escalation level support teams and management are notified.
Promotes helpdesk and ticketing system best practices.
Develops and maintains procedural documentation for the Level 1 team and other general helpdesk documentation for the IT department.
Promotes continuous improvement in order to enhance the quality of service provided to heldpesk users. This includes setting service standards, auditing compliance and providing helpdesk training.
Collects helpdesk data in order to understand ticket volume, helpdesk issue trends/patterns, staffing needs and makes recommendations to management as necessary. Compiles statistical and other reports as required.
Serves as a member of the Helpdesk Level 1 team in order to augment staffing as required, including afterhours:
Prioritizes, resolves and/or reassigns helpdesk requests that are received either by phone or by email.
Enters issue details and documents troubleshooting steps into the helpdesk ticketing system using best practices
Manages user accounts (add/delete/transfer) as appropriate.
Performs other duties as assigned.
Bachelor's degree in Computer Science or Management Information Systems or related field
2+ years leading and coaching an IT helpdesk team in one-on-one and group settings to emphasize best practices, procedural details, service levels, etc.
2+ years' experience using a helpdesk ticket management system
Self-starter with the willingness to take initiative to understand technology and potential impact to helpdesk requests
Ability to organize and prioritize own work and the work of others in order to meet helpdesk customer service levels
Ability to work independently and handle multiple tasks with keen attention to detail
Strong customer service skills
Effective verbal and written communication skills to interact with internal and external stakeholders in person, on the telephone, and by email/chat or other applications
Excellent analytical skills to problem solve helpdesk issues
Ability and willingness to work occasional evenings and weekends in order to respond to support service issues