Tier 2 Help Desk Lead — SLA & Incident Expert

RRI, Inc.; Columbus (OH); On-site; USD 50,000 - 70,000; Full time

Job summary

RRI, Inc. is seeking a Help Desk Lead in Columbus, Ohio to ensure that the help desk team meets service level agreements and customer expectations. Responsibilities include monitoring team performance, troubleshooting technical issues, and training staff.

The ideal candidate has at least 2 years of experience in help desk operations, is proficient in technical communication, and has a solid understanding of IT best practices.

Join us to help enhance our service delivery and foster a customer-centric environment.

Qualifications

• 2 years help desk experience with previous supervisory experience.
• Thorough understanding of helpdesk operations and customer service.
• Ability to communicate technical information to non-technical personnel.

Responsibilities

• Ensure team responds effectively to helpdesk requests.
• Monitor tickets assigned to the queue and process based on priority.
• Conduct training for help desk representatives.

Skills

Help desk experience

Customer service

Technical communication

Troubleshooting

Project management

Education

High school diploma or equivalent

Tools

Helpdesk tracking software

Windows operating systems

Job description

RRI, Inc. is seeking a Help Desk Lead in Columbus, Ohio to ensure that the help desk team meets service level agreements and customer expectations. Responsibilities include monitoring team performance, troubleshooting technical issues, and training staff.

The ideal candidate has at least 2 years of experience in help desk operations, is proficient in technical communication, and has a solid understanding of IT best practices.

Join us to help enhance our service delivery and foster a customer-centric environment.