Help Desk Team Lead

Introduction: 

A Help Desk Team Leader is a person who supervises the activities of all contractors who are members of the help desk team, to ensure that they deliver excellent customer service, and provide customer guidance. Help Desk Team Leads makes it a priority to meet all customer expectations and keeps track of all performance indexes which include incoming calls, outgoing calls, and open aged calls. As a leader, you are responsible for creating and implementing support for all customers’ queries, assessing team performance, and redefines customer services with the support of management. In order to ensure the general growth of the organization, you will collaborate with the business manager(s) to brainstorm ideas and strategies to enhance good customer experience in the organization. Initiate strategies through which you can obtain customer feedback on service delivery, rate customer perception about the organization in order to determine their strengths and weaknesses and further strengthen loose ends for better service delivery. Provide detailed and comprehensive technical support to customers, particularly in handling escalated and more complex calls as well as calls requiring a supervisory perspective and judgement. Report all activities and observations to the service desk manager and assist in finding resolutions to all outstanding issues. Utilize expertise in order to mentor and groom less-experienced members in the help desk team. Train help desk team members, assign tasks and evaluate performance to determine their level of learning. Provide training and support for the technical requirements of the team members, as necessary. Ensure proper staffing levels of team members to ensure proper coverage. Analyze reports and performance data to ensure technical team is performing productively and efficiently.

Responsibilities: 

• Gives specific directions to the technical desk team members to enable them to meet specific customer needs.
• Creates and manages both intra and inter teamwork processes that will boost the level of productivity, enhance excellence in communication, and monitor the level of service delivery in order to determine areas of lapses.
• Administers effective frontline desk assistance to customers where inquiries are beyond the knowledge of the help desk team members.
• Implements a central problem management route for information management users to handle queries and complaints.
• Showcases level of expertise by providing satisfactory explanations and solutions to customer questions and issues to gain their confidence.
• Take measures of crisis management to control all effects that may arise from customer problems and complaints to avoid escalation.
• Administers the initial and on-going team training including direct training and making arrangements for team members to receive training on the latest and best practices in handling help desk-related issues.
• Keeps clean records of all activities in the help desk department and present them to management upon request for evaluation.
• Create good working relationships amongst members of the help desk team to ensure smooth flow of work, which improves overall performance.
• Develop several strategies to tackle issues to have a backup plan where a particular strategy might not be effective.
• Handle escalated issues: Serve as an escalation point for Tier 1 support, resolving more complex hardware, software, and network problems.
• Provide advanced troubleshooting: Diagnose and resolve problems that require detailed system and application knowledge, such as system performance issues or network connectivity issues.
• Document solutions: Maintain a knowledge base by documenting solutions to complex problems to assist both users and other support staff.
• Collaborate with other teams: Work with service desk providers and internal field Services team on advanced troubleshooting and to implement solutions.
• Collaborate with Clients: Engage with clients to drive remote resolution and problem determination. Ability to verbally walk people through resolution steps.  
• Support system maintenance: Assist with tasks like equipment testing, new system and software trials, and maintaining asset logs.
• Mentor junior technicians: Provide guidance and assistance to Help Desk Level 1 technicians. 

Required Skills: 

• Associate’s degree or equivalent experience
• Four years of relevant technical experience
• 3 years’ experience working on a technical Help Desk
• 2 years’ work experience managing others.
• Expert knowledge of POS equipment – logics, controllers, debit readers, scanners, p