Helpdesk Technical Team Lead

Who we are

Sustainability software specialist, AMCS, is headquartered in Ireland, with offices in Europe, the USA, and Australasia. With over 1,300 highly-skilled employees across 22 countries, we specialize in delivering technology solutions to facilitate a carbon neutral future.

What we do

Our innovative SaaS solutions increase efficiency and boost sustainability in resource-intensive industries. Over 5,000 customers across 23 countries already benefit from our Performance Sustainability software, ensuring we deliver practical solutions for improved profitability and environmental resilience across the globe.

Position Overview: We are seeking a dynamic and experienced Help Desk Team Lead to help oversee our Global Help Desk operations who will help to lead a team of dedicated help desk professionals. As the Help Desk Team Lead, you will be responsible for ensuring the smooth functioning of our help desk, managing day-to-day operations, and delivering exceptional customer service as directed by the Global Help Desk Manager. Your leadership skills, technical expertise, and strong interpersonal abilities will be instrumental in driving team performance and achieving customer satisfaction goals.

Key Responsibilities:

1. Team Leadership:

• Lead, mentor, and motivate a team of help desk professionals, fostering a positive and collaborative work environment.
• Monitor team performance, identify areas for improvement, and implement strategies to enhance productivity and efficiency.
• Coordinate work schedules, assign tasks, and ensure adequate staffing levels to meet service level agreements (SLAs).

1. Help Desk Operations Management:

• Oversee the day-to-day operations of the help desk, ensuring prompt and effective triage and assignment of customer inquiries and technical issues.
• Prioritize and manage incoming support requests, ensuring timely response and assignment within defined SLAs.
• Monitor ticket queues, track progress, and ensure accurate documentation of customer interactions and issue resolution.
• Collaborate with other departments to address escalated customer concerns, triage, and correctly assign out complex technical issues, and implement process improvements.

1. Customer Service Excellence:

• Champion a customer-centric approach, ensuring that team members deliver exceptional service and maintain a positive customer experience.
• Handle escalated customer inquiries and complaints while maintaining a professional demeanor.
• Monitor customer satisfaction metrics, analyze feedback, and implement strategies to improve overall customer satisfaction.

1. Technical Expertise:

• Maintain a high level of technical knowledge and stay up to date with the latest industry trends, best practices, and emerging technologies.
• Assist team members in triaging complex technical issues, providing guidance and support as needed.
• Contribute to the development and maintenance of knowledge base articles, FAQs, and support documentation.

1. Reporting and Analysis:

• Prepare regular reports on help desk performance, including ticket volume, response time, resolution rate, and customer satisfaction metrics.
• Analyze trends and metrics to identify areas for improvement, recommend solutions, and implement process enhancements.
• Collaborate with management to develop strategies for continuous improvement and optimize the help desk's effectiveness.

Qualifications and Skills:

• Bachelor's degree in a relevant field or equivalent work experience.
• Proven experience (1 year) in a help desk or customer support role, with at least 1 years of experience in a leadership or supervisory position.
• Strong technical aptitude and knowledge of IT systems, software, and hardware.
• Excellent leadership and interpersonal skills, with the ability to inspire and motivate team members.
• Outstanding customer service skills, with a customer-centric mindset and a commitment to exceeding customer expectations.
• Exceptional problem-solving and decision-making abilities, with the capacity to handle high-pressure situations.
• Excellent written and verbal communication skills.
• Proficiency in help desk ticketing systems and customer support software.
• Strong analytical and reporting skills, with the ability to interpret data and provide meaningful insights.
• ITIL certification or knowledge of IT service management frameworks is a plus.

Roles and Responsibilities: Help Desk Technical Team Lead

1. Team Leadership:

• Provide strong leadership to the help desk team, guiding and motivating them to achieve individual and team goals.
• Set clear expectations and performance targets for team members and monitor their progress.
• Foster a positive and collaborative work environment, promoting open communication and teamwork.
• Conduct regular team meetings to discuss objectives, address concerns, and provide updates on departmental goals.

1. Help Desk Operations Management:

• Oversee the day-to-day operations of the help desk, ensuring smooth functioning and efficient handling of customer inquiries and technical issues.
• Prioritize and delegate incoming support requests, ensuring appropriate assignment and follow-up.
• Monitor help desk ticket queues to ensure timely response and assignment in accordance with defined service level agreements (SLAs).
• Ensure accurate and comprehensive documentation of customer interactions and issue assignment.

1. Customer Service Excellence:

• Champion a customer-centric approach within the team, emphasizing the importance of delivering exceptional service and maintaining a positive customer experience.
• Handle escalated customer inquiries and complaints, while maintaining a professional demeanor.
• Collaborate with team members to enhance customer service skills and ensure consistency in customer interactions.
• Monitor customer satisfaction metrics, analyze feedback, and implement strategies to improve overall customer satisfaction levels.

1. Technical Expertise and Support:

• Maintain a high level of technical knowledge and stay up to date with the latest industry trends, best practices, and emerging technologies.
• Proficiency in VoIP and ACD design and management/monitoring of calls
• ITSM Platform improvement in categorization and incident process
• Assist team members in triaging complex technical issues, providing guidance and support as needed.
• Collaborate with other technical teams or departments to address escalated customer concerns.
• Contribute to the development and maintenance of knowledge base articles, FAQs, and support documentation.

1. Reporting and Analysis:

• Prepare regular reports on help desk performance, including ticket volume, response time, resolution rate, and customer satisfaction metrics.
• Analyze trends and metrics to identify areas for improvement and recommend solutions to optimize team performance.
• Collaborate with management to develop strategies for continuous improvement, implement process enhancements, and meet or exceed established KPIs.
• Provide insights and recommendations based on data analysis to improve team productivity, customer satisfaction, and operational efficiency.

1. Training and Development:

• Identify training needs within the team and coordinate training sessions or workshops to enhance technical skills and customer service abilities.
• Foster a culture of continuous learning and professional development, encouraging team members to stay updated with industry advancements.
• Provide coaching, feedback, and performance evaluations to team members, supporting their growth and career development.

1. Collaboration and Communication:

• Collaborate with other teams and stakeholders to ensure effective communication, coordination, and resolution of cross-functional issues.
• Act as a liaison between the help desk team and other departments, fostering strong relationships and promoting collaboration.
• Communicate relevant updates, changes, and policies to the team, ensuring their understanding and adherence.

1. Process Improvement:

• Continuously evaluate help desk processes and procedures, identifying areas for improvement in efficiency, effectiveness, and customer satisfaction.
• Propose and implement process enhancements, automation, and tools to streamline operations and increase productivity.
• Seek feedback from team members and customers to identify pain points and implement solutions that enhance service delivery.

Join Our Mission for a Sustainable Future and Enjoy the Following Benefits:

• Health insurance that covers up to three dependents
• Shuttle service for convenient transportation
• Complimentary on-site food and coffee for your enjoyment
• Allowances
• Access to a comprehensive learning and development platform that provides on-the-job training on essential skills, with the ability to track your progress centrally
• 15 days of vacation leave and 15 days of sick leave for your well-being
• Joining a world leader in sustainability software services
• Hybrid work arrangement for a flexible work-life balance