The Help Desk Team Lead is responsible for overseeing the daily operations of the help desk team, ensuring high-quality technical support and excellent customer service. This role involves monitoring team performance, providing guidance and coaching, handling escalations, and ensuring service level agreements (SLAs) are consistently met. The TL serves as a bridge between the help desk agents and management, fostering a positive, productive work environment.
- Shift: 07:00 am - 4:00 pm
- Coach and mentor agents on their performance, including career and performance development plans
- Address behavior and attendance issues according to best practice for performance management
- Resolve escalated client concerns
- Demonstrate effective communication skills, exhibiting a strong level of professionalism with a focus on customer/employee satisfaction
- Demonstrate teamwork by supporting and assisting another Team Lead as necessary
- Supervise assigned employees in accordance with Company policies and procedures
- Partner with workforce to communicate to employees when volunteers are needed to meet staffing/scheduling needs
- Understand client’s processes, procedures and use of k-base
- Review and approve time
- Conduct first-level interviews, according to interview guides and best practices
- Perform other duties as assigned
- Positive attitude and result driven
Qualifications
- Prior experience in a help desk or IT support role, with at least 1–2 years in a supervisory or lead position.
- Bilingual a plus
- Previous quality experience (preferred).
- Possess strong verbal and written communication skills.
- Ability to motivate staff and maintain a high level of enthusiasm among employees within the center.
- Ability to work a flexible schedule as assigned.
- Assume responsibility for process changes and ensure that they are updated and communicated within established SLA’s.
- Ability to prioritize a large list of items to meet deadlines and goals of the management team and customers.
- Strong attendance and performance history.
- Ability to respond to a large volume of customer and internal emails in a timely manner.
- Must be able to work under pressure.