Help Desk Team Lead

🌟Help Desk Lead - Dartmouth, NS 🌟We're partnering with our client, a prominent organization in Dartmouth, Nova Scotia, to find an exceptional Help Desk Lead to join their team. This is a hands-on supervisory role for a dedicated IT professional passionate about process optimization and team leadership.📝 General Role SummaryThe Help Desk Lead is a crucial, hands-on supervisory role responsible for the day-to-day operations and excellence of the Help Desk Analysts team. This individual will actively resolve escalated technical issues, provide mentorship and guidance, and champion a culture of continuous improvement and exceptional client service. You will be instrumental in optimizing support processes and ensuring the team consistently meets and exceeds our client's Service Level Agreements (SLAs).🏢 Brief Company SummaryOur client is a significant presence in the Dartmouth, NS business landscape, known for its dedication to quality and service. They offer a collaborative and supportive environment where technology professionals can thrive, make a tangible impact, and contribute to the successful operations of our client's overall business. Our client values teamwork, efficiency, and a customer-centric approach to IT service delivery.** NOTE - if you feel you are a fit for the position, and possess the skills outlined below, please feel free to send your up to date CV directly to be at ANDY.WETTLAUFER@RANDSTADDIGITAL.COM - due to volumes, only those qualified will be contacted.🔑 Main Responsibilities & Day-to-DaySupervision & Mentorship: Supervise, inspire, and foster a collaborative working environment for the Help Desk Analysts team, leading by example in all technical support activities.Escalated Issue Resolution: Actively participate in resolving escalated and complex technical support issues, leveraging your expertise to guide the team to efficient resolutions.Queue Management: Manage and prioritize ticket queues, taking ownership of timely issue resolution to ensure client expectations and SLAs are consistently met.Process Optimization: Collaborate with the team to identify, document, and implement opportunities for process optimization and efficiency gains in service delivery.Training & Development: Train new team members on help desk procedures and technical skills, providing hands-on technical coaching and mentorship to empower them.Strategic Support: Work closely with the Help Desk Manager, assisting with strategic planning and decision-making to optimize Help Desk operations and meet our client's needs.✅ Must-Have RequirementsMinimum of 5 years of experience in a technical support/help desk role, with proven expertise in troubleshooting and resolving a wide array of IT issues.Strong supervisory skills and a demonstrated desire to lead and mentor a technical team.Proven track record of delivering high-quality and efficient IT support services in a fast-paced environment.Proficiency in the use and administration of help desk software and ticketing systems.Excellent communication and interpersonal skills, with the ability to translate technical information clearly for non-technical audiences.Possession of a Valid Driver’s License and active access to a vehicle for occasional travel to client sites.🌟 Nice-to-Have RequirementsExperience working in a managed services or outsourced IT environment.ITIL certification or strong knowledge of IT service management best practices.Experience with documentation of processes and procedures to facilitate knowledge sharing.📍 Other Things to NoteThe role is primarily office-based in Dartmouth, NS, involving collaboration with the team and interaction with clients via phone, email, and remote support tools.Occasional travel to client sites may be required for on-site support or meetings.Flexibility is needed, as the role may sometimes involve working extended hours or being on-call to address urgent client issues outside of regular business hours.The ideal candidate must be effective at balancing multiple priorities and deadlines while working under pressure.