Helpdesk Team Lead

Position Summary & Key Areas of Responsibility:

Leads support teams and ensures teams meets SLA standards. Supports Supervisor in all Supervisory duties. Works in a high volume serving as the primary interface to internal and external customers and/or their agents. Position is dedicated to Call/Incident Management operations and/or request for escalation. Conducts audits and assists in work direction of the team to ensure daily functioning of the organization and daily/weekly/monthly/quarterly/annual metrics are met. Responsible for new agent set-up and training, providing direction and support to the management team. Supports Knowledge base creation, documentation, maintenance, and integrity in relevant databases (SNOW, OKM, SharePoint etc). Suggest ways and means to motivate / improve assigned team's performance. Participate in management, team meetings and activities. Participate in special projects to continuously improve processes, tools, systems and organization. A...