Lead, Help Desk

About us 

We turn customer challenges into growth opportunities.  

Material is a global strategy partner to the world’s most recognizable brands and innovative companies. Our people around the globe thrive by helping organizations design and deliver rewarding customer experiences. 

We use deep human insights, design innovation and data to create experiences powered by modern technology. Our approaches speed engagement and growth for the companies we work with and transform relationships between businesses and the people they serve.  

About the Lead, Help desk role 

Achieving excellence in helpdesk operations is essential to Material IT as our aim is to provide top tier support service to our users. As the Lead, Help desk you will play a vital role in this initiative as you will oversee the daily operations of the helpdesk team, ensuring that IT support services are delivered effectively and efficiently to meet the organization's needs. This role involves mentoring a team of helpdesk agents, handling escalation, and implementing best practices to enhance the overall performance of the helpdesk. Reporting to the Helpdesk Manager, you will play a vital role in maintaining high levels of customer satisfaction and helping Material IT achieve its mission of People First. 

As a Lead, Help desk, you will 

• Training & Mentoring: Equip agents with best practices on ticket handling behaviors & practices standards. Regularly mentor and train agents, ensuring they're up-to-date with current trends, and meeting team expectations. 

• Quality Assurance: Monitor the quality of service provided by the help desk agents, ensuring that tickets are handled promptly, accurately, and professionally. Conduct regular quality assurance reviews and provide feedback and coaching to help agents to improve their performance.  

• Operational Efficiency: Ensure tickets are addressed within expected SLAs. Actively suggest process enhancements based on daily operations and test new tools to ensure they're fit for the team before a full-scale rollout. 

• Communication: Act as the primary bridge between agents and Helpdesk manager, ensuring a two-way flow of feedback. Facilitate smooth communication within the help desk team and encourage inter-team collaborations for best practice sharing. 

• Performance Monitoring: Keep a close eye on agent performance metrics and provide regular reports to the Helpdesk Manager. Identify areas of improvement and coordinate with the manager for any required training or process modifications. 

• Resource Management: Proactively identify resource needs for your pods and communicate the same to management. Ensure optimal shift coverage and address any scheduling conflicts promptly. 

• Knowledge Management: Regularly contribute to and update our knowledge base. Champion its use amongst agents and liaise with IT partners to ensure its accuracy. 

• Escalation Handling: Act as the first line of escalation for agents. Address unresolved issues by escalating them to the appropriate managerial level, ensuring no concern goes unaddressed. 

• Team Morale: Continuously work towards boosting team morale. Recognize achievements, celebrate milestones, and ensure a positive, productive work environment. 

• Collaboration: Collaborate with other IT teams and leads. Regularly liaise with IT peers to stay aligned on support processes and ensure a cohesive IT support ecosystem within the organization. 

About you 

• A bachelor’s or master’s degree in computer science, information systems, business administration or a related field, or equivalent work experience. 

• 5+ years' experience in IT advanced support topics – Well versed in hardware, software, network, access, and customer success. 

• Excellent supervisory skills, with the ability to motivate, mentor, and lead the first response team 

• Experience troubleshooting video conferencing tools, like Teams 

• Experience troubleshooting Microsoft 365 and Google Workspace 

• Ability to troubleshoot Windows and MacOS devices  

• Respond to tickets in accordance with SLA guidelines 

• Record, track, and document the helpdesk request problem solving process including actions taken through to the final resolution 

• Excellent problem-solving skills with the ability to diagnose and resolve technical issues efficiently 

• Strong interpersonal skills with a customer-first mindset 

• Ability to communicate effectively in English, both verbally and in writing 

• Ability to work independently and as part of a t