Helpdesk Team Leader
Hybrid
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 delivery and team capability
Domain
IT Service Management / MSP
Required skills
team leadership, coaching, mentoring, ticket management, SLA management, technical troubleshooting, problem-solving, recruitment, onboarding
Preferred skills
MSP experience, service desk experience, driver's licence
Technologies
ITSM tools, ticketing systems
Responsibilities
Lead and mentor L1 Helpdesk Technicians, manage ticket allocation and escalations, conduct performance reviews, act as technical escalation point, drive process improvement, build client relationships, assist with recruitment and onboarding
Seniority
Senior, hands-on IC