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 Summary The 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 Summary Our 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-Day Supervision & 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 Requirements Minimum 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 Requirements Experience 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 Note The 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.