IT Help Desk Lead Specialist

6 days ago

Lahore, Punjab, Pakistan beBee Careers Full time
Help Desk Lead

We are seeking a highly skilled Help Desk Lead to oversee our IT help desk and incoming tickets. As the primary point of contact for all IT-related inquiries and issues, this role ensures smooth and effective technology operations, empowering staff to efficiently carry out their responsibilities.

The successful candidate will have a proven track record of providing exceptional IT support and will possess excellent communication, problem-solving, and leadership skills.

Main Responsibilities:
  • Coordinate administrative and technical workloads for the help desk team, including communicating and enforcing procedures, coordinating training, and providing feedback on quality assurance and customer satisfaction.
  • Manage all tickets in the ticket queue and calls escalated by Tier 1 Technical Support to ensure they are resolved or followed up on promptly and effectively.
  • Provide updates on changing customer requirements and recommend solutions for tablet, laptop, and mobile device issues.
  • Perform incident management, strategize efficient workflow, and ensure adequate staffing levels, including support for on-call needs and fill-in support from other team members to meet customer needs.
  • Serve as the liaison between team members, client management, and company management.
  • Develop processes and documentation for help desk procedures.
  • Evaluate user satisfaction and service delivery processes to identify areas of improvement.
  • Collaborate with Information Technology and Help Desk teams to discover innovative solutions to user support issues.
  • Prepare reports on help desk metrics and present them to management to inform business decisions.
Requirements:
  • Experience leading teams of technical IT staff.
  • Knowledge of call tracking and problem management software applications such as Jira Service Management Cloud.
  • Knowledge of IT hardware and software troubleshooting.
  • Knowledge of end-user hardware, software, and operating systems.
  • Knowledge of industry standards surrounding help desk reporting.
  • Ability to analyze data and communicate metrics related to help desk.
  • Ability to communicate effectively in written and oral communications.
  • Ability to manage time and effectively delegate tickets based on priorities.
Certifications:
  • AZ-800: Administering Windows Server Hybrid Core Infrastructure; and,
  • AZ-801: Configuring Windows Server Hybrid Advanced Services.
  • AZ-500: Microsoft Azure Security Technologies; and,
  • SC-200: Microsoft Security Operations Analyst; or
  • SC-400: Microsoft Information Protection Administrator; and,
  • AZ-700: Designing and Implementing Microsoft Azure Networking Solutions.
Jira Service Management:
  • ACP-120 Jira Administration for Cloud Certification.

Required certifications include PMP (PMI) and ITIL v4.

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