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Help Desk Lead
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$100,000 - $110,000 a year
Full-time
- This position has oversight of a Tier 1 / Tier 2 Help Desk team of approximately 10 technicians and requires strong people / resource management skills while also being able to assess and resolve technical issues / tickets.
- Work with Project Manager in coordinating and scheduling Helpdesk technician work to accommodate desk side and phone support for the entire organization while meeting special projects timeline.
- Maintain both the ticketing system (ServiceNow) and knowledge base to ensure accuracy.
- Measure and report on service delivery performance metrics including customer satisfaction follow ups, request, and incident ticket statistics via ServiceNow.
- Escalate higher priority issues to System Administrator, Network Administrator, Network Team, and/or Operations for in-depth analysis.
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