Team Lead IT Helpdesk

Key Responsibilities

Operational Responsibilities

• Serve as the technical expert for end-user computing with in-depth knowledge of hardware software and user requirements.
• Lead and manage a team of support professionals providing L1 and selected L2 enduser support remotely and on-site.
• Manage and monitor ticket queues ensuring timely processing prioritization and resolution of incidents and service requests.
• Analyze ticket patterns to identify recurring issues and recommend improvements.
• Provide escalation support for complex technical issues involving software hardware or user configurations.
• Manage evaluation procurement deployment installation and lifecycle management of end-user IT devices and related equipment.
• Ensure accurate and efficient management of IT inventory with regular updates to the inventory management systems.
• Coordinate and supervise deployment replacement relocation and repair of IT devices.
• Support special user groups including task forces local offices traveling staff and external customers as needed.
• Conduct onboarding IT training and provide ongoing user assistance for systems applications and tools.
• Prepare and publish IT service management documentation communication materials and process improvements.
• Ensure service performance meets defined KPIs/SLAs and monitor delivery against milestones for IT programs and initiatives.
• Generate regular operational reports status summaries and incident analysis for the Department Head.
• Drive efficiency in information flow process execution and service delivery across the organization.
• Conduct capacity planning to ensure adequate staffing workload distribution and resource optimization.
• Oversee team performance metrics identify improvement areas and implement development plans.
• Foster a customercentric service culture within the helpdesk team.

Technical / Subject Knowledge

• Strong technical knowledge in end-user computing technologies (Windows macOS Office 365 endpoint security hardware).
• Proven experience in IT helpdesk operations technical support or end-user services.
• Experience supervising or leading a technical team in a service-oriented environment.
• Strong analytical skills with experience in incident and service request analysis.
• Excellent communication customer service and stakeholder management skills.
• Ability to manage multiple priorities in a fast-paced operational environment.
• Knowledge of ITSM frameworks (e.g. ITIL) is preferred.
• Experience with ITSM tools and incident management systems.
• Experience in creating training materials SOPs and service documentation.
• Exposure to inventory management tools and endpoint configuration technologies