Helpdesk Technician - Remote II

Memphis, TN

Statement of Purpose:

To lead a team of helpdesk technicians in providing exceptional customer service and support, ensuring timely resolution of issues, and maintaining high levels of customer satisfaction.

Key Responsibilities:

1. Team Leadership and Management

• a. Manage and oversee the day-to-day operations of the helpdesk team.
• b. Delegate tasks and set deadlines for your internal team.
• c. Motivate team members and assess performance on a regular basis.
• d. Identify staffing needs and assist in the hiring and training process.

2. Training and Development

• a. Identify skill gaps and organize training sessions to meet the technical and customer service standards of the organization.
• b. Mentor team members to enhance their skills and career progression.

3. Performance Monitoring

• a. Monitor team performance against set KPIs and objectives.
• b. Provide regular performance feedback and manage performance reviews.
• 4. Quality Control

• a. Ensure that the team adheres to service management and best practice methodologies.
• b. Implement quality control measures to ensure high standards of service are maintained.

5. Problem Resolution

• a. Serve as the first point of contact for escalations of complex issues not resolved by team members.
• b. Develop and implement strategies to solve recurring technical issues.
• 6. Reporting

• a. Prepare and deliver regular reports outlining team performance, achievements, and areas for improvement.
• b. Analyze trends in customer issues and system performance to guide improvements.

7. Customer Interaction

• a. Handle complex customer service issues or complaints.
• b. Ensure customer satisfaction and maintain long-term customer relationships.

Skills and Qualifications:

Required:

Bachelor's degree in Computer Science, Information Technology, or equivalent experience related field.

Proven experience as a helpdesk technician or similar role.

Strong leadership and decision-making skills.

Excellent communication and interpersonal skills.

Proficient in helpdesk software and databases.

Ability to handle high-pressure situations calmly and effectively.

Preferred:

Certifications such as ITIL, HDI, or Microsoft Certified Professional.

Experience in a supervisory or leadership role.

Knowledge of industry's latest technology trends and applications.

Work Environment:

This job operates in a fast-paced professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Requirements:

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.