Helpdesk Team Lead
| Company | AME Group |
|---|---|
| Location | Indianapolis, IN, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Mid Level, Senior |
Requirements
- Leadership mindset.
- Strong customer service and relationship management abilities.
- Problem solving and decision making capabilities.
- Excellent verbal and written communication skills.
- Ability to prioritize tasks and manage time effectively.
- Technical troubleshooting proficiency.
Responsibilities
- Lead, mentor, and develop a team of help desk technicians to enhance their technical skills and foster professional growth.
- Ensure timely issue resolution and proactive communication with clients and team.
- Optimize support processes to improve helpdesk efficiency and meet and improve KPIs.
- Manage phone queues, tickets, emails, and escalations.
- Track and analyze team performance, ensuring compliance with SLAs.
- Develop and implement best practices for technical support workflows, ensuring consistency and quality of service.
Preferred Qualifications
- Experience with service desk systems and ticketing software environment.
- Knowledge of technical support KPIs and metrics analysis.
- Experience in process optimization, project management, and driving operational efficiency.
- Previous experience in coaching, mentoring, or developing team members to enhance their skills.