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Help Desk Team Lead

Company: Proven IT
Location: Tinley Park
Posted on: November 27, 2019

Job Description:

As the Help Desk Team Lead in our MNS department, you will be responsible for both leading a team of IT Specialists and providing high level IT support to a variety of clients. You will support projects, track assets and ticketing, generate reports, and plan for continuous improvement. This role reports directly to the Help Desk Manager.Responsibilities: - Ensure the Help Desk maintains a high level of responsiveness, communication, professionalism, and overall staff knowledge. - Ensure the Help Desk staff is appropriately skilled and trained to deliver excellent technical support and quality customer service. - Manage, monitor and report on the services and develop service levels required to support and deliver an exceptional Help Desk environment. - Ensure customer service excellence by monitoring tickets and reviewing customer feedback. - Provide sound judgment for solving complex technical issues - Coach and develop team members - Provide front line support and assist in managing tickets and hands on projectsRequirements: - BS Degree in Information Systems, Computer Science or related experience - 5+ years of experience working in a help desk setting - 2+ years of work experience in IT Help Desk Management required - Ability to train and guide Help Desk personnel - Ability to establish and maintain a professional relationship with team members and department contacts - Ability to collaborate with team members to meet goals or complete tasks - High level IT knowledge including in depth knowledge of networks, servers, and firewalls - Demonstrates ability to produce detailed solutions for a technical audience, and produce clear written communications for a non-technical audience - Ability to multi-task in a fast-paced multifaceted environment is necessary -

Keywords: Proven IT, Tinley Park , Help Desk Team Lead, Other , Tinley Park, Illinois

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