IT Team Lead

Job Description Summary

The IT Help Desk Team Lead provides technical leadership for those involved in the operations and optimization of one or more information technology and systems functions. The role supports employees, company business processes, and technical information systems platforms. The IT Help Desk Team Lead plays a critical role in ensuring efficient and effective resolution of technical issues while delivering excellent customer service. Typically focused on internal IT service delivery for employees, but may have an external client focus if involved with company-hosted, web-enabled, or outsourced solutions delivery.

Responsibilities: 

• Supervises and manages a team of IT Help Desk Technicians: This involves providing guidance, support, and feedback to team members, assisting with their professional development, and ensuring smooth operation of the team.

• Prioritizes and assigns help desk tickets: The Team Lead is responsible for triaging incoming support requests, prioritizing them based on urgency and impact, and assigning them to team members accordingly.

• Resolves complex technical issues: The Team Lead is expected to handle escalated or challenging support issues that require their expertise and experience. This may involve troubleshooting software and hardware problems, resolving network issues, and resolving any other technical concerns raised by users.

• Monitors and reports on team performance: The Team Lead ensures that service level agreements (SLAs) for response and resolution times are met. They track team performance metrics, identify opportunities for improvement, and implement strategies to achieve service excellence.

• Trains and mentors: The Team Lead provides training to help desk technicians, ensuring that they have the necessary skills and knowledge to support end-users effectively. They also serve as a mentor, supporting the professional growth and development of team members.

• Maintains knowledge base and documentation: The Team Lead ensures that the team's knowledge base and documentation are up to date, creating and maintaining troubleshooting guides, FAQs, and other relevant resources to improve efficiency and standardization in the team.

• Collaborates with other teams: The Help Desk Team Lead works closely with other IT teams, such as Network/Security and System Engineers, to resolve complex technical issues and provide input on system improvements.

• Ensures compliance and security: The Team Lead ensures that the help desk team adheres to internal policies and industry best practices, especially regarding data protection, information security, and confidentiality.

• Handles customer escalations: Occasionally, the Team Lead may need to handle customer escalations or complaints, ensuring prompt resolution and customer satisfaction.

• Enforces company policies and procedures, while running smooth operations and maintaining excellent user’s experience.

Required Skills:           

• Good technical leadership skills to provide direction, guidance, and support to the team. 

• Advanced knowledge enterprise systems and Help Desk operations.

• Expertise in network hardware/software installation. 

• Proficient in database management including data organization, storage, retrieval, and security. 

• Strong computer skills, including proficiency in Active Directory, Azure AD, Office 365, Intune, Jamf, Autopilot, Jira/ServiceNow and more.

• Strong scripting skills, such as PowerShell, Ansible, etc.

• Excellent attention to detail and strong documentation skills.   

• Outstanding verbal and written communication skills.   

• Strong organizational and interpersonal skills.  

• Exceptional problem-solving abilities.  

Education and Experience: 

• Bachelor’s degree in Information Systems, Computer Science, or related field. 

• 4+ years of relevant experience. 

What we offer:

• Business casual atmosphere in a flexible working environment 

• Team focused culture that promotes innovation and ownership 

• Access cutting edge investment reporting technology and expertise

• Defined and undefined career pathways allowing you to grow your own way 

• Competitive medical, dental, vision, and life insurance benefits

• Maternity and paternity leave 

• Personal Time Off and Volunteer Time Off to give back to the community

• RSUs as well as employee stock purchase plan and 401k with match  

• Work from anywhere 3 weeks out of the year 

• Work from home Fridays