Helpdesk Team Lead at NFI

Elevate IT service at NFI as a Helpdesk Team Lead. Oversee daily operations, manage support tickets, and ensure high-quality service delivery for end users across all platforms.

As a Helpdesk Team Lead, you will assist the Helpdesk Manager in managing operations, providing leadership, and ensuring efficient service for all users. With a focus on ticket management and team coaching, you will monitor service metrics and drive process improvements within ITIL-aligned frameworks. Your experience will be key in maintaining high support levels and resolving complex issues swiftly.

Key Responsibilities:

• Lead daily helpdesk operations and workload balancing

• Act as escalation point for complex issues

• Monitor service metrics and operational performance

• Support coaching and development of team members

• Drive process improvements and maintain documentation

Requirements:

• Post-secondary education in IT with A+/ITIL certifications

• Minimum of 5 years in IT support or related field

• 2 years leading a team in an operational context

• Strong customer service and ticket management skills

• Excellent organizational and multitasking abilities

Drive excellence in helpdesk services and elevate team performance at NFI.
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