Help Desk Lead Tech Job in Des Plaines 60016, Illinois Us
This position is responsible for ensuring an outstanding level of customer service by providing oversight and mentoring for the Help Desk team. Responsible for leading the Helpdesk in engaging in more proactive planning, support and in organizing the Helpdesk to be flexible and adaptable in meeting the changing needs of the business.
Analyzes Help Desk activity and makes recommendations for changes in direction, process and systems for management consideration. Analyzes work and allocates tickets to maintain service levels. Provides timely user communication and interacts with the business where necessary. Prepares activity reports and writes recommendations for management review.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- Drives long-term strategies and best practices for growth and maintenance of Helpdesk processes
- Works closely and seamlessly with IT Management to ensure consistencies in service delivery
- Gather and analyze metrics to benchmark the Helpdesk workload/performance and identify trends in Helpdesk issues
- Analyzes current Helpdesk activities and delivers recommendations for best practices in Helpdesk operations including schedules, procedures, technologies and systems
- Works to promote excellent customer service, effective response times and provide expert insights into general support issues.
- Coordinates the implementation of procedure changes in support of the Helpdesk's daily activities.
- Works closely with peers within IT to maximize the efficiencies, capabilities and returns of tools (ServiceWise, Microsoft) leveraged by the Help Desk
- Proactively identifies process improvement opportunities and supports continuous improvement initiatives
- Conducts work load planning, estimating and prioritization in support of critical projects and daily activities
- Attends defined team / staff meetings
- Determines requirements for and contributes to Organization wide Disaster Recover and Business Continuity Planning sessions
- Manage to and report against defined service levels
- Execute ad hoc reporting requirements
- Broaden own technical, functional, and industry skill base
- Organizes ongoing formal and informal knowledge transfers
- Builds and maintains productive (customer and staff) relationships
- Ensure adherence to defined policies/procedures
- Handles tickets as needed to maintain service levels
- Ability to use, teach and troubleshoot Microsoft Windows operating systems and Microsoft Office applications
- Perform related work as required
SUPERVISORY RESPONSIBILITIES
- Contributes to goal setting and performance management of team
- Determine team training needs and contributes to team development plan
- Contributes to the interview process of new personnel
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
- Bachelors degree in Information Systems or Computer Science or equivalent combination of relevant education and experience
- Five to eight years related experience
- Minimum 3 years experience in a Lead or Senior Help Desk role
- Experience is a Call Center environment is a plus
LANGUAGE SKILLS
Exceptionally strong ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, and government regulations. Ability to effectively present information and respond to questions from management, peers and user community.
REASONING ABILITY
Ability to apply basic principles of logical or scientific thinking to a wide range of intellectual, practical and technical problems.
If interested, please apply online at http://track.tmpservice.com/ApplyClick.aspx?id=1306221-1789-8972