IT Help Desk Team Lead
2 weeks ago
One of Drake's top IT clients is looking for an IT Help Desk Team Lead who thrives on promoting process improvements, standardization, and effective communication while driving excellence in outsourced IT support operations.
Responsibilities:
- Conduct direct observation and analysis of Level 1 Help Desk operations to document current workflows, troubleshooting steps, and best practices.
- Develop interactive training sessions, guides, and video tutorials to enhance learning and retention.
- Identify gaps in support workflows and recommend enhancements for efficiency and service quality.
Qualifications:
- 5+ years working experience in the IT Industry/relevant roles and 3+ years in technical documentation and/or help desk support.
- Experience in training and coaching outsourced IT support teams.
- Must be proficient with IT helpdesk operations, ITSM frameworks best practices.
- Proficiency with help desk ticketing systems (e.g., ServiceNow, Zendesk, Freshdesk).
Mid-Senior level
Employment typeFull-time
Job functionInformation Technology
IndustriesInformation Services
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