End User Support Team Lead

End User Support Team Lead

Do you enjoy providing excellent experiences to end users? Are you interested in being a mentor to teammates and helping take the lead? Do you have a knack for process improvement and advocating for your team and end users?

This opportunity might be for you!

You will be a mentor and leader for the GreenPath Help Desk Team. You'll mentor teammates through the day-to-day operations. Your ability to identify and implement process efficiencies, document processes and procedures, and ensure service levels are maintained will strengthen the foundation of the team. Engaging the team to provide positive experiences and meet service levels is critical to the success of the team. You have a service mindset and collaborative member of the Helpdesk team in order to ensure our employees have access to and are able to utilize the equipment, systems, and applications necessary to effectively perform their jobs. Building rapport and trust with the team will be instrumental in the team's ability to be successful.

At the heart of this role is a deep passion and commitment to GreenPath's mission to empower people to lead financially healthy lives. Through our core values of integrity, teamwork and quality, GreenPath serves individuals directly, empowering strong financial decisions with high quality tools, resources and information.

We Have:

• A Full-Time, Hybrid opportunity. You'll work from our Headquarters in Farmington Hills part of the time and from home part of the time.
• The schedule would typically be Monday - Friday during Eastern Time Zone business hours
• Outstanding opportunities to champion GreenPath's IT Team and Goals.
• Products and services are designed specifically with our clients in mind.
• A positive, close knit and collaborative team who will support you as well as challenge you to be the best version of yourself.
• An outstanding environment for you to continually think outside of the box and collaborate with business leaders.
• Extraordinary opportunities for growth and development
• A guiding principle to put people at the center of everything we do. Empathy coaching, human-centered design and behavioral economics practices anchor our work in meeting people's needs.
• Caring, compassionate and creative humans that show up every day with integrity and a drive to provide a quality experience through each and every interaction. This is more than a job for most of us. We are on a mission to make it easier for people to be financially well.
• Partnerships with others enable us to impact financial health on a large scale. We collaborate to design and deliver financial health services that are a win for people, for our partners, and for GreenPath.
• A close-knit executive team strategically working to support the organization.

You Have:

• Demonstrated experience as a successful IT Helpdesk Technician (3+ years of experience)
• Demonstrated experience in a team lead role successfully leading and mentoring a Helpdesk Team (1+ years of experience)
• Experience using and managing requests through a ticketing system
• Strong proficiency with Microsoft Office 365
• The ability to implement, troubleshoot, and maintain thin clients and virtual desktops
• Skills and experience needed to maintain a remote workforce
• An interest and ability to adapt to change, manage multiple priorities and work through uncertainty in some situations
• Understanding of support tools, techniques and how technology is used to provide IT services
• Solid understanding of networking and an ability to troubleshoot connectivity issues
• knowledge and experience with softphone communication software like Cisco Jabber

The Day to Day:

• Lead a team of IT professionals in providing remote and onsite technical support to end users - support may include installation, configuration, and troubleshooting of operating systems, software applications, and various internal applications.
• Coordinate the efficient and effective operations of the Helpdesk team, including work direction and supervision of each team member and coordinating with the IT Operations team.
• Analyze existing helpdesk processes, identify areas for improvement, and implement streamlined procedures to enhance efficiency and effectiveness.
• Collaborate with relevant stakeholders to develop and maintain standardized procedures and workflows, ensuring consistent and reliable service delivery
• Work closely with management to identify key performance indicators (KPIs) that align with the help desk's objectives and goals.
• Establish metrics to track and measure team performance, customer satisfaction, and service level agreements (SLAs).
• Regularly generate comprehensive reports on performance metrics, providing insights and recommendations to optimize service delivery.
• Serve as the primary point of escalation for complex technical issues that the help desk team encounters.
• Demonstrate strong technical expertise and problem-solving skills to resolve escalated issues efficiently and effectively.
• Provide mentorship and guidance to end user support specialists, fostering their professional growth and helping them enhance their skills and knowledge.
• Collaborate with team members to identify training needs
• Ensure a customer-centric approach throughout the service delivery process, maintaining a high level of customer satisfaction and resolving customer concerns in a timely manner.
• Continuously seek feedback from customers to identify areas for improvement and implement necessary changes.
• Install, deploy, and troubleshoot primarily Windows-based computers.
• Maintain inventory controls of workstations, peripheral devices, and transactional devices
• Investigate and report on root cause analysis when necessary
• Implement and manage the knowledgebase Build relationships with business leaders and end users to identify their issues related to desktops, laptops, printers, phones, servers, or network connectivity.

The Perks:

What will you get out of working at GreenPath? In addition to a competitive compensation and benefits package (medical, vision and dental plans), here are some of the additional perks our employees enjoy:

• We all need some "me time" every once in a while. All full-time employees receive 19 paid days off during their first year of employment, in addition to 10 company-paid holidays per year. Use it for a fabulous vacation, to play nurse (or patient) at home, or sit on your couch watching DIY marathons on HGTV all day. We don't care - it's your time. Enjoy.
• Need some additional time to focus on preventative care? GreenPath provides all employees with additional Preventative Care Time Off to encourage all employees to be proactive about their physical wellness.
• Saving for Retirement? GreenPath employees can start contributing to a 403b right away! After one year of employment we make a monthly contribution to eligible employee's Retirement Account equivalent to 5% of their gross compensation.
• Need to reduce your student loan debt? GreenPath is a qualified employer under the federal Public Service Loan Forgiveness (PSLF) program, which means that you may be able to have a portion of your federal student loans forgiven after meeting certain eligibility requirements of the PSLF program.
• Planning on growing your family? GreenPath offers paid Maternity and Paternity benefits.
• Continuous learners can get their classroom fix in a couple of different ways. GP team members are eligible for up to $2,500 in tuition reimbursement per year. In addition, GP team members can attend courses through Invest in Yourself, an in-house educational program offering training classes on a variety of topics ranging from Cash Flow Planning to Microsoft Excel to Stress Management.
• What to take additional college courses? We have an agreement with Cleary College where all GreenPath employees are eligible for a 50% discount on college tuition.
• Speaking of health conscious, we also have an onsite gym, offering both cardio and strength training options. Side note: we offer shower facilities onsite so you don't totally alienate your coworkers.
• Crave the outdoors? Eat lunch or take a break on our 4th floor sundeck. An excellent way to break up the monotony of the workday and sneak in some Vitamin D.

GreenPath Financial Wellness reserves the right to change this description at any time. GreenPath Financial Wellness practices the concept of equal employment opportunity with respect to hiring, promotions, transfers, pay, discipline, fringe benefits, and all other terms and conditions of employment. No individual will be discriminated against, and no employment decisions will be made, on the basis of an individual's race, color, national origin, religion, age, gender, gender identity, sexual orientation, protected disability, marital status, familial status, veteran status, height, weight or citizenship.