About this role
The team is seeking a Helpdesk Shift Lead to manage the activities and personnel of their IT Support center. This role is crucial in ensuring that operations align with established procedures and practices. The Helpdesk Shift Lead will monitor the performance of support personnel, reviewing response times, problem logs, and trends in reported issues. Additionally, this position involves recommending strategies and enhancements to hardware and software to boost employee productivity.
Key Responsibilities:
- Manage daily operations of the IT Support center.
- Monitor and evaluate the performance of help desk personnel.
- Review response times and analyze problem logs for trends.
- Recommend hardware and software improvements to enhance productivity.
- Select, develop, and evaluate personnel to ensure efficient operations.
- Provide training and support to help desk staff as needed.
Required Skills & Qualifications:
- Proven experience in a help desk or IT support role.
- Strong leadership skills with the ability to manage a team effectively.
- Excellent problem-solving abilities and analytical skills.
- Familiarity with IT support tools and ticketing systems.
- Strong communication skills, both verbal and written.
Experience: 5-8 years in IT support or help desk management roles.
What we offer:
The team provides a dynamic work environment with opportunities for professional growth and development, along with a supportive team culture.