Help Desk Team Lead
Overview
You will lead the help desk team at Moxie Pest Control, owning daily operations, ticket management, and complex technical escalations across our Dallas office. You will supervise a team of support specialists, ensuring SLA compliance and high customer satisfaction. Working with Microsoft Office and ticketing systems, you will drive process improvements and maintain knowledge base articles. This role stands out for its focus on team mentorship and its direct impact on operational efficiency.
What You'll Do9
- 1Oversee daily help desk operations, including ticket management, issue resolution, and service request fulfillment.
- 2Coordinate and prioritize support requests to ensure timely handling of complex issues.
- 3Provide advanced technical support for escalated hardware, software, and network issues, including Windows and Active Directory.
- 4Document solutions and maintain knowledge base articles for recurring issues.
- 5Develop and refine help desk procedures to ensure consistency and quality.
- 6Monitor help desk metrics to identify trends and improvement areas.
- 7Manage escalations and resolve difficult customer interactions with professionalism.
- 8Communicate with management, departments, and vendors regarding help desk activities.
- 9Manage inventory of hardware and software resources for the team.
Requirements7
- 12+ years in a help desk or technical support role, with 1-3 years in a leadership or supervisory position.
- 2Bachelor's degree in IT, Computer Science, or related field (or equivalent experience).
- 3Strong technical knowledge of hardware, software, and network systems.
- 4Proficiency in help desk software, ticketing systems, and Microsoft Office Suite.
- 5Proven experience managing a help desk team, including training and performance management.
- 6Excellent problem-solving, communication, and customer service skills.
- 7ITIL or CompTIA A+ certification is a plus.
Salary Insight
$52k per year
Location
Required Skills
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