IT - Helpdesk Team Lead

Kaseya® is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide. Kaseya’s best-in-breed technologies allow organizations to efficiently manage and secure IT to drive sustained business success. Kaseya has achieved sustained, strong double-digit growth over the past several years and is backed by Insight Venture Partners www.insightpartners.com), a leading global private equity firm investing in high-growth technology and software companies that drive transformative change in the industries they serve.

Founded in 2000, Kaseya currently serves customers in over 20 countries across a wide variety of industries and manages over 15 million endpoints worldwide. To learn more about our company and our award-winning solutions, go to www.Kaseya.com and for more information on Kaseya’s culture, please click here: Kaseya Culture.

Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. We have achieved record levels of success being BOLD, being GRITTY, being ACCOUNTABLE. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers, and the betterment of their careers and long-term financial wealth. 

Team Leader, Help Desk – Kaseya, Miami, FL  

On-site, full-time position  

Are you ready to make an impact?  

WHAT WE ARE LOOKING FOR:  

We are seeking an experienced and motivated individual to join our team as a Help Desk Team Leader. As the Help Desk Team Leader, you will play a pivotal role in leading our support team to provide exceptional technical assistance and customer service. This position requires a balance of leadership skills, technical expertise, and a commitment to delivering top-notch support.  

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

• The IT HelpDesk Team Lead will serve as Team Lead for the IT Helpdesk and work under minimal supervision of Helpdesk Management?
• Provide exceptional executive support to Kaseya's leadership
• Assist with management of day-to-day technical operation?
• Ensure successful onboarding and offboarding of all employees
• Investigate and troubleshoot widespread system issues
• Troubleshoot and fix advanced software issues on desktop systems, phones, printers and network devices
• Monitor and respond to Helpdesk Support Channels, Queues and System Alerts
• Provide exceptional Tier 1, 2 & 3 Helpdesk support 
• Diagnose technical issues and carry out fixes 
• Adheres to established support and security procedures
• Perform remote troubleshooting through diagnostic techniques 
• Perform desktop support and account setups
• Manage license inventory and availability
• Lead team meetings and technical discussions within the Helpdesk Team
• Install and configure software and computer systems as necessary
• Responsible for analyzing and resolving hardware and software problems across the enterprise, engaging external technicians as appropriate
• Suggests process improvements
• Train new hires on performing technical and support duties
• Provides training, guidance, and coach team members
• Assist with internal ticket escalations from less experienced Team Members
• Quality monitoring on IT Helpdesk tickets to ensure quality control and assist with establishing Helpdesk policies and procedures
• Draft, review and revise knowledge articles and standard operating procedures
• Protects customer/employee privacy and only accesses customer and/or employee related information as needed to perform job duties
• Occasional travel may be required
• On-Call Rotation as needed
• Adhoc duties as required

WHAT YOU’LL BRING: 

• Advanced ability to multitask and manage time effectively in a fast paced environment?
• Strong written and verbal communication skills?
• Advanced technical troubleshooting skills?
• Solid knowledge of general ticketing procedures?
• Strong knowledge of computer software configuration, troubleshooting and repair?
• Strong knowledge of Ethernet network topology to assist with troubleshooting network issues?
• Solid knowledge of IT infrastructure industry standards?
• Solid ability to communicate and translate technical information orally and in writing to non-technical audience?
• Ability to take direction, work well as part of a team, and work independently when needed?
• Ability to comm