Team Lead, Helpdesk

Job Description:
The Opportunity
The Team Lead, Helpdesk, is primarily responsible for overseeing both the technical and managerial aspects of the Helpdesk Team in Workhuman's U.S. headquarters office. In this role, you will support our users (local and remote) and collaborate with other departments across the company supporting their IT needs and plans for future growth. In addition, you will be responsible for identifying areas for process improvement and documenting new processes/procedures. You will be the primary escalation point in the U.S. and will align closely with the Global IT team based in Ireland.
What you will do

• Lead and Mentor a team of IT helpdesk agents
• Executive and 5-star level support for C-Level, VP and Senior Management
• Ensure that projects and non-ticket work is carried out as agreed with Manager and in accordance with Security practices of the organization.
• Monitor, report and improve on SLA's and KPI's.
• Develop, implement, and maintain IT policies, procedures
• Serve as escalation point for Helpdesk agents

• Support all AV in the office including high level events and meetings where AV is required
• Manage assets and maintain adequate stock levels of required endpoints and hardware
• Establish and maintain regular communications with key decision-makers, stakeholders, and department heads regarding critical IT activities locally

• Build and manage relationships with vendors
• Travel up to 10%.

The skills you will bring

• 5+ years of relevant IT work experience with Windows and Mac.
• Excellent customer service skills
• Ability to drive innovation, automation, efficiency, and strategic change.
• Detailed knowledge of service and application delivery, as well as successful service level agreement accomplishments
• Experience leading a helpdesk team
• Experience providing 5-star level support for C-Level, VP and Senior Management

• Ability to build relationships and partner closely with internal stakeholders
• Knowledge and experience of ITIL/agile and InfoSec methodologies
• Advanced knowledge of Office 365 suite applications.

• Hands-on experience troubleshooting hardware such as servers, routers, switches, end-user equipment.

At Workhuman our mission is to bring more humanity to the workplace. We recognize and embrace individuals' differences and believe that workforce diversity and inclusion are essential to our long-term growth and success. Even if you don't think you "check every single box" above, please still consider applying. We're looking for a human who is collaborative, innovative with a growth mindset.
The Company:
Workhuman® is pioneering the human workplace through award-winning Social Recognition® and Continuous Performance Management solutions. Workhuman inspires more than six million humans across 180 countries to perform the best work of their lives. For the past 21 years, human resources and business leaders alike have used Workhuman Cloud® to gain the proactive insights necessary to transform and lead a more connected, human-centered workplace that accelerates engagement and productivity. To learn more about Workhuman's mission to make work more human for every person on the planet and how you can ensure great work is celebrated and amplified in your workplace, visit www.workhuman.com.
Did you know

• We have more than 6M employees worldwide, on the Workhuman Cloud
• Named The #1 Great Places to Work (GPTW) in Ireland in 2019, and was also named as one of the Best Workplaces for Women. 2020 marks the eighth consecutive year on the list; in 2020, moved to "large company" category and placed #4. Named Great Places to Work in Europe in 2020.
• Named a Boston Globe Top Place to Work in 2020 (mid-size company); 7th year featured on the list; Named a Great Place to Work Certified organization for the past 5 years
• In 2021: Best Workplaces in Tech in Ireland, Best Workplaces in Europe

At Workhuman, we love what we do because we're shaping the future of work through our people and our technology. Our human cloud-based applications are helping some of the world's leading global brands connect culture to shared purpose. The Workhuman Cloud empowers employees to thank, talk and celebrate each other, creating an environment that sparks gratitude and human connection while increasing employee engagement and productivity.
Workhuman is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees. We proudly provide a work environment free of discrimination and harassment. Employment decisions at Workhuman are based on solely on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, or any other status protected by the laws or regulations in the locations where we operate. Workhuman believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.