We are looking for a Help Desk Team Leader to join and lead our fast-growing regional IT Services team.
Reporting to our IT Services Manager. you will be responsible for overseeing and optimizing the performance of our IT team within the region. This role requires a proactive approach to managing team workflows, resolving critical issues, and ensuring a high level of service delivery.
Responsibilities:
Coordinating daily ticket assignments and task delegation among team members, considering urgency, complexity, and skill levels for optimal resolution
Conducting regular management routines, including updates, training, and performance evaluations to align the team with workflows and procedures
Managing the creation and validation of the knowledge base, local procedures, and workflows specific to the region, ensuring accurate documentation and adherence to guidelines
Streamlining the onboarding and termination processes, overseeing equipment inventory and procurement, and maintaining updated information across regional sites
Acting as the primary point of contact and escalation for business-related issues, ensuring swift resolutions and providing constant feedback on progress.
Reporting to our IT Services Manager. you will be responsible for overseeing and optimizing the performance of our IT team within the region. This role requires a proactive approach to managing team workflows, resolving critical issues, and ensuring a high level of service delivery.
Responsibilities:
Coordinating daily ticket assignments and task delegation among team members, considering urgency, complexity, and skill levels for optimal resolution
Conducting regular management routines, including updates, training, and performance evaluations to align the team with workflows and procedures
Managing the creation and validation of the knowledge base, local procedures, and workflows specific to the region, ensuring accurate documentation and adherence to guidelines
Streamlining the onboarding and termination processes, overseeing equipment inventory and procurement, and maintaining updated information across regional sites
Acting as the primary point of contact and escalation for business-related issues, ensuring swift resolutions and providing constant feedback on progress.
Requirements:
Proven leadership skills with the ability to motivate and guide a diverse team effectively
At least 2 years experience as a team leader
Strong organizational and multitasking abilities, capable of prioritizing tasks in a fast-paced environment
Excellent communication skills, both verbal and written, for interacting with team members, management, and stakeholders
A proactive mindset with a solution-oriented approach to problem-solving
Experience in IT management, service delivery, and a solid understanding of IT systems and processes
Demonstrated commitment to upholding professional conduct, fostering a positive work environment, and delivering exceptional service
Experience with: Office365, ServiceNow, Okta, MFA Tools, MAC OS, and Jamf.
Proven leadership skills with the ability to motivate and guide a diverse team effectively
At least 2 years experience as a team leader
Strong organizational and multitasking abilities, capable of prioritizing tasks in a fast-paced environment
Excellent communication skills, both verbal and written, for interacting with team members, management, and stakeholders
A proactive mindset with a solution-oriented approach to problem-solving
Experience in IT management, service delivery, and a solid understanding of IT systems and processes
Demonstrated commitment to upholding professional conduct, fostering a positive work environment, and delivering exceptional service
Experience with: Office365, ServiceNow, Okta, MFA Tools, MAC OS, and Jamf.
This position is open to all candidates.
