Help Desk Team Lead

Position Profile

The Standley Systems Helpdesk Team Lead will be responsible for creating, developing, and leading a professional service team, that will achieve the highest client satisfaction. This position will report to MS Service Manager.

• Team Leadership:
  Lead, and mentor a team of technicians and engineers, providing guidance and support to ensure high performance and professional growth.
• Daily reviewing and managing the Helpdesk team’s tickets
• Ensuring the highest client satisfaction by meeting customer’s needs in a courteous and timely manner
• Monitor individual performance and progress
• Ensure compliance with safety and legal standards
• Coach team members as needed
• Communicates progress, needs, and updates to management
• Keep SOPs up to date
• Lead their Team to maintain and exceed Service Benchmarks
• Reporting:
  Generate and analyze performance metrics, creating regular reports for management. Provide insights and recommendations for continuous improvement.
• Serve as third-level support for all users with the most complex problems, especially related to servers and networks.
• Incident Management:
  Oversee the monitoring of networks, servers, and systems to identify and resolve issues promptly. Ensure timely and accurate communication of incidents.
• Operational Efficiency:
  Develop and implement processes and procedures to improve the efficiency and effectiveness of the Helpdesk Team. Ensure adherence to industry best practices and company standards.
• Maintain and expand current technical knowledge by attending training classes and meetings
• Proactively maintain servers and networks

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed in following 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.

• Passionate about and Motivated by Team success
• Great attitude and Great work ethic to set the bar for his/her team.
• Passionate about Client’s security and up time.
• Highly organized and able to multi-task
• Successfully prioritize service issues based on multiple competing objectives while multitasking
• Effectively communicate with team members & customers with excellent verbal and written communication skills
• Highly Organized, detail oriented and self-motivated with Strong customer relationship skills
• Ticketing management and reporting capabilities
• Good driving record, valid driver’s license, and proof of insurance

• Advanced knowledge of networking troubleshooting, including ISP Equipment, Firewalls, Switches and Servers
• Excellent knowledge of PCs, Servers, MFPs, Email, VLANS, Wired and Wireless Networking, Storage and Backups
• Strong experience with Multiple OS, Virtual Servers, Backup Restoration, Network Troubleshooting, Server Configuration

Excellent experience deploying, managing, and troubleshooting network and server infrastructures

• 5+ years’ experience in IT support

• High School Diploma, 4 year college degree preferred

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to pass drug and alcohol screen. Standley Systems has federal contracts that require compliance with the Drug-Free Workplace Act of 1988, therefore medical marijuana license-holders who test positive for marijuana will not be qualified for the position.
• While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer and telephone keyboard
• Specific vision abilities required by this job include close vision requirements due to computer work
• Light to moderate lifting required
• Regular, predictable attendance required
• Travel to other Standley Systems offices and customer sites during normal business hours may be expected.

The work environment characteristics described here are representative of those an employee in this position encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Moderate noise (i.e., business office with computers, phone, and printers, light traffic)
• Ability to work in a confined area
• Ability to sit at a computer terminal for an extended period of time