Helpdesk Technician Team Lead
Core
Oversee and manage the first level of IT support provided by L1 Helpdesk Technicians for clients, coordinating support requests to ensure timely resolution within SLAs.
Role type
Senior IC helpdesk team lead
Builds
IT support services for clients
Domain
IT Service Management (MSP)
Required skills
Team leadership, SLA management, technical troubleshooting, coaching and training, recruitment and onboarding, process improvement, stakeholder management
Preferred skills
ITIL Foundation, Microsoft Modern Desktop/Cloud/Cyber Security, Cisco/Fortinet, Access 3cx VoIP, Certificate 3/Diploma in IT
Technologies
ITIL, Microsoft Modern Desktop, Cloud Services, Cyber Security, Cisco, Fortinet, Access, 3cx VoIP, CRM
Responsibilities
Triage and assign incoming support tickets, monitor team performance against KPIs, coach and develop team members, act as technical escalation point, maintain technical knowledge base, manage recruitment and onboarding
Seniority
Senior, hands-on IC