NOC Help Desk Team Lead: Lead, SLA & VIP Support

K Group Companies; Grand Rapids (MI); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive base salary

Bonus and commission programs

Paid Time Off (PTO)

100% employer paid family health insurance

401(k) plan with company contributions

Profit sharing opportunities

Job summary

A technology service provider is seeking a Help Desk Team Lead to oversee the operations of their help desk team. The role involves managing technicians, optimizing processes using ConnectWise, and ensuring superior client service. Ideal candidates will have strong leadership experience and technical expertise in help desk operations. This position offers competitive compensation, comprehensive health insurance, and a supportive team environment. Join a trusted local business with a focus on innovation and collaboration.

Qualifications

• 3+ years of experience in help desk operations or service coordination.
• Minimum of 1 year in a leadership or supervisory capacity.
• Experience with PSA or ticketing tools required.

Responsibilities

• Manage and mentor a help desk team, conducting performance evaluations.
• Optimize resource scheduling and monitor ticket queues.
• Act as the primary escalation point for complex client issues.

Skills

Help desk operations

Leadership

Communication

Conflict resolution

Technical training

Resource optimization

Tools

ConnectWise

Microsoft 365

Job description

A technology service provider is seeking a Help Desk Team Lead to oversee the operations of their help desk team. The role involves managing technicians, optimizing processes using ConnectWise, and ensuring superior client service. Ideal candidates will have strong leadership experience and technical expertise in help desk operations. This position offers competitive compensation, comprehensive health insurance, and a supportive team environment. Join a trusted local business with a focus on innovation and collaboration.