What are the responsibilities and job description for the Helpdesk Lead Job position at BioTouch?
Why You'll Love This Job
The Help Desk Lead is responsible for managing the day-to-day operations of the help desk team, ensuring high-quality support and timely resolution of technical issues for users. This role involves overseeing Tier 1 and Tier 2 support staff, coordinating escalations, and implementing best practices for service delivery. The Help Desk Lead will also act as a key point of contact for complex technical problems and contribute to continuous process improvement initiatives.
The Help Desk Lead is responsible for managing the day-to-day operations of the help desk team, ensuring high-quality support and timely resolution of technical issues for users. This role involves overseeing Tier 1 and Tier 2 support staff, coordinating escalations, and implementing best practices for service delivery. The Help Desk Lead will also act as a key point of contact for complex technical problems and contribute to continuous process improvement initiatives.
- Oversee the help desk team, providing guidance, support, and performance feedback.
- Train new help desk staff and assist with ongoing professional development.
- Manage the daily operations of the help desk, including ticket assignment, prioritization, and escalations.
- Serve as a technical escalation point for complex issues, troubleshooting and resolving advanced problems.
- Monitor service level agreements (SLAs) to ensure timely resolution of support tickets.
- Develop and implement help desk policies, procedures, and best practices to enhance service quality.
- Generate and analyze reports on help desk performance metrics, identifying trends and areas for improvement.
- Maintain technical documentation, knowledge base articles, and training materials for the help desk team.
- Work closely with other IT teams and departments to coordinate support and resolve cross-functional issues.
- Facilitate regular team meetings to review performance, share updates, and discuss ongoing projects.
- Provide input on hardware and software procurement based on user needs and support requirements.
- Stay updated on emerging technologies and industry best practices, recommending improvements where applicable.
- Perform other related duties as assigned.
- 5 years of experience in a help desk or technical support role, including at least 2 years in a supervisory or lead position.
- Strong knowledge of Windows Desktop Operating Systems (10, 11) and Windows Server environments.
- Experience with Active Directory, Microsoft Exchange, Office 365, and virtualization platforms (VMware/Hyper-V).
- Understanding of networking concepts, including LAN/WAN, DNS, DHCP, and VPN.
- Proficient in the use of remote support tools and ticketing systems.
- Excellent troubleshooting and problem-solving skills.
- Strong leadership skills with the ability to train, motivate, and mentor help desk staff.
- Exceptional verbal and written communication skills.
- Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
- Technical certifications such as CompTIA A , Network , ITIL, or Microsoft certifications are preferred.
- Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field preferred; equivalent work experience may be considered.
- Ability to sit for extended periods and work on a computer.
- Occasionally lift up to 15 pounds.
- I acknowledge that I have 5 years of experience as a full-time role in a help desk or technical support capacity and a minimum of 2 years of supervisory experience over technical resources.
- I acknowledge that the position will be an onsite role in Midland, GA and there is no relocation for the role.