Helpdesk Team Lead
Share
Job Location:
Monthly Salary:
Experience Required:
Posted on:
12 hours ago
Vacancies:
1 Vacancy
Job Summary
Key Responsibilities:
Lead supervise and mentor the helpdesk team to ensure efficient and effective service delivery.
Monitor helpdesk operations including ticket assignment prioritization and resolution.
Act as the primary escalation point for complex or high-impact technical issues.
Develop and enforce helpdesk procedures service standards and performance metrics.
Coordinate with other IT teams to facilitate system updates maintenance and project implementations.
Conduct regular performance evaluations coaching sessions and training for helpdesk staff.
Review and analyze helpdesk reports identifying trends and recommending improvements.
Ensure the helpdesk knowledge base is updated with accurate troubleshooting guides and documentation.
Oversee user account management system access requests and onboarding/offboarding processes.
Support IT projects deployments and upgrades across museum locations.
Ensure all helpdesk activities comply with
IT policies security guidelines and operational standards.
Foster a customer-focused culture and ensure high levels of user satisfaction.
Qualifications & Experience:
Bachelors degree in Information Technology Computer Science or related field.
57 years of experience in IT helpdesk or technical support roles with at least 2 years in a supervisory or lead position.
Strong expertise in Windows operating systems networking basics IT hardware and software troubleshooting.
Experience with helpdesk/ticketing systems ITIL-based processes and remote support tools.
Proven leadership team management and conflict-resolution skills.
Excellent communication customer service and analytical abilities.
Ability to work under pressure and manage multiple priorities in a fast-paced environment.
Experience in the museum cultural or government sector is an asset.
Key Competencies:
Leadership and team coordination
Advanced technical proficiency
Service quality management
Problem-solving and decision-making
Communication and interpersonal skills
Process improvement and initiative
Company Industry
IT Services and IT Consulting
Key Skills
- Law Enforcement
- ABB
- Marine Biology
- Filing
- Automobile
- AV
About Company
601 employees
Being an active member of the United Nations Global Compact since March 2013, Madre Integrated Engineering w.l.l supports the principles of the Global Compact with respect to human rights, labor, environment, and anti-corruption.
