Helpdesk Support Service Desk Team Lead

Job Summary :

The Helpdesk Support Team Lead is responsible for overseeing the day-to-day operations of the IT service desk, ensuring timely resolution of technical issues and delivering excellent customer support. This role involves supervising helpdesk staff, managing escalations, monitoring performance metrics, and implementing best practices to improve service delivery.

Key Responsibilities :

Lead and supervise the helpdesk team to provide first-line technical support to users.

Assign, monitor, and prioritize support tickets to ensure timely resolution.

Serve as the escalation point for complex technical issues.

Develop and implement service desk policies, procedures, and best practices.

Monitor team performance and prepare reports on service desk operations.

Provide training, mentoring, and performance feedback to helpdesk staff.

Collaborate with IT managers to enhance systems, processes, and user experience.

Ensure compliance with SLAs and customer satisfaction goals

Qualifications

Bachelor's degree in computer science, software engineering, or related field.

Certifications

Azure Fundamentals, Azure Administrator, Windows 10 Desktop Support or equivalent Microsoft Certifications.

Experience

Minimum 5 years of computer-related support experience in Windows OS.

Special Requirements

Knowledge of IT standards, Strong customer service focus, Project management skills, Ability to organize work efficiently, Report generation through IT tools.