Help Desk Team Lead

Aqueduct Technologies is seeking a Help Desk Team Lead for our customer based in Durham, NH. As a member of the Enterprise Help Desk Services team, the Team Lead will be responsible for working across boundaries to ensure the smooth, effective, and efficient delivery of technology support services. You will be doing this onsite. You will have primary responsibility for operational management of the company Help Desk which provides computer and device support, account and access support, and consulting services.

Essential Responsibilities:

• You will have primary responsibility for operational management of Help Desk which provides computer and device support, account and access support, and consulting services.
• Leads, coordinates, and provides oversight for Help Desk (call-center, remote and walk-in support) within assigned community and across the enterprise; provides basic Tier 1 & 2 technology and computer Software and Hardware Support; ensures users are provided efficient and timely first and second level support.
• Ensures that all service/support incidents and requests are logged and managed using the ITSM system (TeamDynamix).
• Monitors and follows up with staff to ensure timely resolution of problems; invoking problem escalation procedures to coordinate recovery; directly interfaces with users of technology, resolving problem situations.
• Provides Tier 1 and 2 support for Active Directory (AD) and Microsoft Integration Services (M365), including but not limited to OneDrive, · Teams, Outlook, Office productivity tools, Mailing lists and Distribution groups, etc.
• Escalates and assigns Tier 2 and Tier 3 support to appropriate ITS professionals and service providers. Identifies issues with common root causes, perform root cause analysis, and collaborates with stakeholders to facilitate speedy resolution.
• Works with the Help Desk KB Analysist to create knowledge base (KB) content; ensures internally and externally focused KB articles are created, formatted, maintained, published, and retired appropriately and communicated with the respective stakeholders accordingly.
• Assigns, and monitors work, gathers resources, implements productivity standards, resolves operations problems, maintains reference manuals, and implements new procedures.
• Completes annual performance evaluations within established HR guidelines.
• Controls payroll expenses by planning, forecasting, and monitoring payroll expenditures.
• Monitors variances, implements corrective actions and approves timesheets/payroll.
• Develops and gathers appropriate metrics and monitors Help Desk performance and efficiency thus assuring a culture of continuous improvement though the use of daily, weekly, and monthly statistics, status reports, and graphical reporting aids; contributes to Service Line productivity and development objectives.
• Maintains inventory and oversight of Help Desk technology resources (including computer, telephony, media equipment, and print kiosk supplies, etc. as needed).

Qualifications:

• Bachelor's Degree
• Three years related experience in a client-centered technology support environment.
• Two years supervisory experience or related team management experience (e.g., teaching, coaching, or project management) in an IT environment.
• Demonstrated knowledge of and experience with both Windows and Mac OS and demonstrated mastery in the configuration, installation, and troubleshooting of current operating systems, client productivity tools, peripherals, wired and wireless networks, and mobile devices via current certifications, education, and/or experience.
• Demonstrated leadership in providing outstanding customer service.
• Ability to lead proactively in identifying risks and managing operational activities.
• Effective communication skills.
• Ability to mentor and teach others.
• Experience using Team Dynamix or similar ITSM /Help Desk management and ticketing software.
• Demonstrated outstanding relationship management, analytical, technical, organizational and skills. Self-motivated and goal oriented.
• Committed team player, collaborative in nature and in practice, possess effective communication skills, and a strong customer-centered philosophy.

Aqueduct Technologies, Inc. assists customers in finding top talent for their diverse staffing augmentation needs and providing technical solutions including deployment and support of advanced networking, systems, storage, and collaboration solutions to enable better business results. Aqueduct is one of the fastest growing IT services organization in the US, powered by our relentless pursuit of customer satisfaction, corporate culture, and employing the top 10% in the industry.