Help Desk Lead - St Louis, MO

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Sr Account Manager / Technical Recruiter @ Envision | Linked In Certified Recruiter Professional

Help Desk Lead onsite in St. Peters, MO

Must be US Citizen and currently living in the St. Louis, MO area.

DO NOT APPLY if you live outside the St. Louis, MO area currently!

Must have large environment call center help desk support experience, like Charter, AT&T etc. This is a 100% onsite position in St. Peters, MO.

Responsibilities

• Provide day-to-day supervision and support to help desk staff, ensuring timely resolution of technical issues.

• Serve as the primary escalation point for complex or high-priority support tickets.

• Monitor help desk ticketing system for performance, trends, and SLA compliance.

• Assist in developing and maintaining help desk procedures, documentation, and training materials.

• Coordinate with other IT teams and departments to ensure effective issue resolution and service delivery.

• Train, mentor, and coach help desk team members to improve technical skills and customer service.

• Generate and analyze reports on support activity to identify areas for improvement.

• Lead team meetings and communicate updates, goals, and expectations.

• Support onboarding/offboarding processes including hardware/software provisioning and access management.

• Recommend and implement improvements to enhance support efficiency and user satisfaction.

Requirements

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.

• Minimum 3 years of experience in a help desk or IT support role.

• Prior experience in a team lead, supervisory, or mentorship capacity strongly preferred.

• Strong knowledge of Windows and macOS operating systems, Microsoft 365, and common enterprise software.

• Experience with ticketing systems (e.g., Jira, Service Now, Zendesk, Fresh service).

• Certifications such as CompTIA A+, ITIL Foundation, or Microsoft certifications are a plus.

• Experience supporting or servicing a call center environment (e.g., end-user support, telephony systems, agent tools)

• Excellent problem-solving, troubleshooting, and decision-making skills.

• Strong communication and interpersonal skills with a customer-focused mindset.

• Ability to manage and prioritize multiple tasks in a fast-paced environment.

• Familiarity with ITIL practices and service management concepts is a plus.

Seniority level

• Seniority level
  
  Mid-Senior level

Employment type

• Employment type
  
  Full-time

Job function

• Job function
  
  Information Technology
• Industries Information Services

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Tuition assistance

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