IT Helpdesk, Team Lead

Team Leadership:

• Guide and develop Helpdesk Administrators, creating a high accountability team environment.
• Provide coaching, feedback, and training to strengthen troubleshooting and communication skills.
• Oversee onboarding for new team members and ensure consistent training.

Operational Management:

• Manage daily ticket queues, workload distribution, and overall helpdesk flow.
• Track progress toward response and resolution targets, reviewing ticket quality.
• Step into the ticket queue during high-volume periods or when additional support is needed.

Communication and Collaboration:

• Promote clear, friendly, and service-focused communication in all interactions.
• Draft and send company-wide communications about outages, incidents, and maintenance.
• Collaborate with IT Operations Manager and Specialists to identify workflow improvements.