Support Team; Helpdesk Lead

At SQUAREdomain, our mission's to help our clients achieve & maintain their competitive business advantage by finding, attracting & nurturing the very best consultants for their leadership teams.

We're dedicated to help ideal candidates achieve their objectives & make it our business to connect them to right assignments, provide valuable feedback during interview process & ensure that their personal brand's protected!

We have partnered with a premiere provider of technology services and support that is looking for a full-time role of Support Team (Helpdesk) Lead.

The Support Team Lead is responsible for supporting and empowering a team of Support Technicians to provide excellent customer service by troubleshooting and resolving customer issues to 300+ clients. In this role, you are accountable for
supervising your team and ensuring quality customer service and accurate ticket resolution that drives customer retention.

You will be empowered to leverage platform and dashboards to manage ticket assignment and resolution metrics and will perform ticket audits to ensure efficient and effective customer resolution in addition to identifying and delivering team member development and training. You will also serve as a key conduit for customer
feedback to the Support Manager in order to enhance products and services.

To successfully perform in this role, an individual must consistently demonstrate the following abilities and be willing to jump in to resolve tickets when customer demand is high.

• Oversee help desk support for approximately 80 clients, supervising a team responsible for resolving up to 80 tickets a day through effective ticket assignment, delegation and appropriate escalation.
• Demonstrate a consistent commitment to customer service through effective ticket resolution, proactively anticipating customer needs, and working with internal teams to ensure complex and/or escalated issues are resolved.
• Proactively seek out customer feedback and insights, providing recommendations to the Support Manager and leadership to strengthen the organization’s product and service offerings.
• Embody the brand by building productive relationships built on trust, patience and results with internal staff, customers and vendor partners.
• Seek to overcome challenges and accept failure as an opportunity for improvement.
• Set clear team schedule, goals and expectations.
• Delegate tasks and set deadlines.
• Manage team performance and report on metrics.
• Perform regular ticket audits to recognize success and identify opportunities for improvement.
• Participate in the interview process to vet qualified team members.
• Listen to team members’ feedback and resolve issues or conflicts in a timely manner.

• Appropriately load balance by assigning tickets to the appropriate talent, ensuring timely completion and opportunities to learn and grow.
• Identify team member development needs and coach accordingly.
• Collaborate with Support Manager to develop and deploy training.
• Provide new hire training and participate in 60 & 90 Day Introductory Evaluations.
• Recognize high performance and reward accomplishments.

In order to effectively lead and coach your Support Team, the following technical skills and experiences are required.

You will be expected to diagnose and resolve technical issues across a variety of hardware, software, and networking topics including but not limited to:

Remote desktop support
Windows Server (all versions)
Various server environments
Microsoft SQL
Enterprise level network architecture
Complex LAN/WAN environments
Disaster recovery solutions
Backup solutions and applications (Appassure, Veeam, etc.)
Load balancing technologies
VPN technologies
Network security (Cisco, Sonic Wall, PFSense, etc.)
Virtualization technologies (VMWare, Hyper-V, etc.)
Microsoft Exchange / Hosted Exchange
Various operating systems (Linux, MacOS, Windows)
Encryption technologies (Bitlocker, Symantec, etc.)
Active Directory
Network protocols (TCP/IP, LDAP, Domain, DHCP, DNS, etc.)
Desktop applications
Networking and configurations (Switching, routing, firewalls)
Web technologies (XML, HTML, CSS)
VoIP phone systems

Preferred certifications include CompTIA A+, Network+, CCNA but are not required
5 years experience in a technical support, helpdesk, network support position
Management experience highly desired
Degree valued but not required

A general understanding of our industry is expected; familiarity with IT management consulting services is helpful.
Adherence to all job-related practices, policies, and procedures.
Previous work experience and education that align with the requirements of the job as outlined above.
Reliable transportation and current auto insurance to travel 5% for onsite customer support.
Constant, quick, and accurate use of a personal computer, automation systems, and office equipment.