Helpdesk Team Leader
Core
Lead, coach, and mentor a team of L1 Helpdesk Technicians while managing ticket allocation, escalations, and SLA performance.
Role type
Senior IC helpdesk team leader
Builds
IT service operations and client support
Domain
IT Service Management (MSP/Service Desk)
Deliverable
client delivery
Required skills
team leadership, coaching, mentoring, ticket management, SLA management, technical troubleshooting, process improvement, recruitment, onboarding
Preferred skills
MSP or Service Desk experience, current Driver's Licence
Responsibilities
Lead and mentor L1 Helpdesk Technicians, manage ticket allocation and escalations, conduct performance reviews, act as technical escalation point, drive process improvements, build client relationships, assist with recruitment and onboarding
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