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Team Lead; Help Desk

Company: Connection
Location: Schaumburg
Posted on: June 6, 2021

Job Description:

Introduction

Grow Your Career at Connection 

Join a team where you make the difference. Enjoy a culture grounded by working together. Join a team whose future is bright. Your career opportunities are limitless.

Overview

We are currently looking for a strong Help Desk Team Lead to add on to our winning external (client-based) Help/Service Desk located in Schaumburg, IL.

 

Reporting to the Help Desk Supervisor, the Help Desk Team Lead is responsible for leading and overseeing a team of Level 1&2 call center agents in a 24x7x365 environment.

Responsibilities

Focus is on providing the highest quality of service to our clients, meeting our monthly SLAs, monitoring and achieving internal KPIs, and other goals set by the Help Desk Supervisor. The Team Lead is responsible for analyzing ticket trend data, verifying both ticket and call quality, offering and implementing improvement solutions, monitoring performance, assisting in the on-boardingoff-boarding of Help Desk Agents, and maintaining documented SOPs.

 

The Team Lead role will assist in interviewing, onboarding, and mentoring new talent. Day to day focus will be put on managing call queues, assisting agents in real-time situations, publicizing any changes or events that may affect the help desk, taking calls during peak volume times, handling escalations 24x7 both over the phone and through email, and managing ticket queues to ensure quality and timeliness of resolution. Contributes to the overall success of the business and develops solutions for improving the overall customer experience.

Requirements

  • Experience in working in a fast-paced call center environment with a strong customer service focus
  • Ability to/ or previous experience mentoring other Help Desk agents
  • Advanced Microsoft Office skills to include creating presentations, creating documents in Word to included advanced formatting, creating spreadsheets to include the use of macros
  • Strong knowledge of Network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users.
  • High-resolution rate for advanced technical issues both over the phone and using remote support tools
  • Administrative level skillset in Active Directory to unlock accounts, reset passwords, add/remove users, OU group memberships, and account modifications
  • Advanced troubleshooting skills on all Windows Operating systems
  • Ability to troubleshoot and resolve email issues, specifically MS Outlook/o365
  • Support commonly used software, hardware, tablets, mobile devices, and other peripheral equipment
  • Support back-office hardware, printers, software, Web Applications, and other networks
  • Familiarity with the fundamental principles of ITIL/SLA
  • Advanced knowledge in multiple ticketing systems including Service Now, Samanage, Manage Engine
  • Customer-oriented with ability to listen to and anticipate needs of the customer
  • Advanced presentation skills with ability to deliver business proposals to both internal and external customers
  • Strong understanding of and working knowledge of the value-added technology industry
  • Ability to facilitate and manage communications and expectations among separate internal teams
  • Ability to train and mentor a team both technically and on soft skills to ensure the highest quality of support.
  • Excellent verbal communication skills with ability to present professional demonstrations

Keywords: Connection, Schaumburg , Team Lead; Help Desk, Other , Schaumburg, Illinois

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