Orange County, NY Helpdesk Lead
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Job Location:
Goshen, NY - USA
Monthly Salary:
Not Disclosed
Posted on:
2 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Summary:
The Helpdesk Lead provides daily leadership for the Level 1 Helpdesk ensuring service level agreement (SLA) attainment operational consistency and a high-quality customer experience. This role drives performance escalation management and continuous improvement within the remote team.
The Helpdesk Lead provides daily leadership for the Level 1 Helpdesk ensuring service level agreement (SLA) attainment operational consistency and a high-quality customer experience. This role drives performance escalation management and continuous improvement within the remote team.
Location:Goshen New York United States
Responsibilities:
- Oversee daily operations of the L1 Helpdesk team ensuring compliance with all SLRs.
- Monitor ticket queues ensure accurate documentation and enforce L1 troubleshooting standards.
- Serve as the primary escalation point for complex or trending issues; coordinate with other teams to drive quick resolutions.
- Conduct real-time call monitoring quality assurance reviews and coaching to maintain high service consistency.
- Deliver weekly performance insights and support monthly reporting requirements.
- Maintain staffing schedules manage attendance and ensure coverage continuity during high-volume periods.
- Support onboarding of new staff and provide refresher training on processes knowledge articles and security protocols.
- Uphold a customer-first mindset ensuring courteous professional and effective service delivery.
- Oversee daily operations of the L1 Helpdesk team ensuring compliance with all SLRs.
- Monitor ticket queues ensure accurate documentation and enforce L1 troubleshooting standards.
- Serve as the primary escalation point for complex or trending issues; coordinate with other teams to drive quick resolutions.
- Conduct real-time call monitoring quality assurance reviews and coaching to maintain high service consistency.
- Deliver weekly performance insights and support monthly reporting requirements.
- Maintain staffing schedules manage attendance and ensure coverage continuity during high-volume periods.
- Support onboarding of new staff and provide refresher training on processes knowledge articles and security protocols.
- Uphold a customer-first mindset ensuring courteous professional and effective service delivery.
Required Skills & Certifications:
- 5 years in IT helpdesk operations.
- 2 years in a supervisory or lead role.
- Deep knowledge of L1 service desk operations.
- Demonstrated success managing SLAs in government or enterprise environments.
- Strong communication coaching and problem-solving capabilities.
- 5 years in IT helpdesk operations.
- 2 years in a supervisory or lead role.
- Deep knowledge of L1 service desk operations.
- Demonstrated success managing SLAs in government or enterprise environments.
- Strong communication coaching and problem-solving capabilities.
Preferred Skills & Certifications:
- ITIL Foundation certification.
- ITIL Foundation certification.
Special Considerations:
- None specified.
- None specified.
Scheduling:
- Maintain staffing schedules and ensure coverage continuity during high-volume periods.
- Maintain staffing schedules and ensure coverage continuity during high-volume periods.
Key Skills
- Computer Hardware
- Mac Os
- Active Directory
- VMware
- ConnectWise
- HP Service Manager
- Microsoft Windows Server
- Mobile Devices
- Windows
- Help Desk
- Operating Systems
- Remedy
