Qualifications
Key Responsibilities: Team Leadership & Development:Lead and mentor a team of help desk technicians through regular one-on-one meetings and performance evaluations to promote professional growth.Organize and facilitate technical training and cross-training opportunities across IT support and physical security fields.Engage in leadership meetings, contributing to the planning and execution of quarterly objectives using EOS methodology.Service Delivery & Operations:Monitor ticket queues proactively to ensure efficient operations, intervening as necessary for ticket reprioritization or reassignment.Enhance resource scheduling with ConnectWise, aligning technician assignments with specific skills and urgency levels.Oversee the escalation process to Tier 2 field engineering, securing client approval and coordinating transitions to project management.Ensure compliance with Service Level Agreements (SLAs) and assess resource utilization to boost team productivity.Client Relations & Communication:Act as the primary liaison for clients, ensuring clear communication and resolution of their needs.
About the job
Join Our Team as a Help Desk Team Lead in the Network Operations Center!
As the Help Desk Team Lead, you will be the driving force behind our Service Delivery operations, leading a talented team of technical support professionals. Your primary focus will be on ensuring service excellence while fostering the growth and development of your team. You will take charge of queue management, resolve high-priority escalations, and serve as the key point of contact for client relations. We are looking for a candidate with exceptional emotional intelligence, capable of harmonizing the needs of clients, technicians, and the organization in a dynamic, collaborative environment.
About K Group Companies
K Group Companies is a forward-thinking organization dedicated to delivering exceptional service and support in the IT industry. We pride ourselves on our collaborative culture and commitment to professional development, making us a great place to advance your career.