Help Desk Lead

C Spire Wireless Birmingham , AL 35202

Posted 3 weeks ago

Overview Purpose

The Help Desk Lead's role is to help oversee the Help Desk operations, provide technical leadership, and help ensure that end users are receiving efficient and timely support. The Help Desk Lead will be instrumental in developing processes and procedures relating to the operation of the Help Desk and the Customer Support Services (CSS) team: identification, prioritization, and resolution of end user help requests, including the monitoring, reporting, and coordination of Service Delivery functions. The Help Desk Lead will work to ensure that end users are receiving the BEST service they have ever experienced by equipping the Help Desk to be successful. The Help Desk Lead will also be responsible for monitoring team and individual performance via our developed metrics and KPIs.

Note: This position may be filled/based in Birmingham, AL, Nashville, TN, or Knoxville, TN Essential Functions

  • Assist the Director of CSS with the supervision of the Help Desk (a subset of the CSS team) including, but not limited to: Setting expectations, training, performance evaluations, career development, hiring, and disciplinary action.

  • Analyze performance of the Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service, speed of service, and customer satisfaction.

  • Lead and participate in various CSS team meetings.

  • Oversee day-to-day operations of the CSS.

  • Develop processes and procedures that drive consistency in operation.

  • Assist in the facilitation of Escalation Requests.

  • Prioritize workload for CSS and individual members as necessary.

  • Complete weekly/monthly reporting.

  • Effectively and consistently communicate issues and ongoing operations with Management Team and other departments.

  • Provide Technical Leadership to junior Help Desk / System Administrators.

  • Any other task or duty as assigned or required.

Competencies

Leadership

  • Leadership focuses on setting vision and achieving goals and keeping the team motivated and empowered to achieve as much as they can. Leadership provides clarity around vision, goals, individuals, and relationships.

  • Honesty and Integrity: Able to build high level of trust.

  • Sets, communicates, and focuses on the long term vision and goals.

  • Motivates, Inspires, and empowers others to challenge the norm and achieve more than expected.

  • Creates environment for encouraging effort, commitment, and teamwork.

  • Creates culture of building strong relationships among teams, other departments within C Spire Business, and with customers.

  • Able to listen and get to root causes quickly and effectively.

  • Coaches, teaches, mentors individuals to learn and grow and to see and follow the correct performance, behaviors, and expectations.

  • Teaching Leads the correct performance and expectations.

  • Mentoring Leads a successful team and imparts knowledge and wisdom to the team and its individuals.

  • Builds a culture of continuous improvement and excellent customer service based on C Spire Business culture code and business strategies.

  • Able to actively drive problems to resolution.

  • Able to own issue resolution, root cause analysis, and remediation.

  • Sound decision making and critical thinking skills.

  • Demonstrates expert organization and prioritization skills.

Management

  • Management focuses on work, tasks, and processes. Management provides clarity around daily operations.

  • Plans resources and tasks to achieve the objectives.

  • Controls the standards required to deliver the objectives.

  • Ensures efficient and effective use of resources to accomplish prioritized tasks and goals.

  • Ensures that tasks and activities are conducted within the correct time frame.

  • Good Decision Making, makes the right decisions in the heat of the moment.

  • Ensures problems are identified, contained, and eliminated.

  • Provides critical thinking, discernment, and actionable solutions when subordinates need assistance clearing roadblocks.

Communication

  • Able to convey the vision and goals or target to be hit. Able to explain the plan of action to hit the target and who is responsible for tasks.

  • Always provides consistent positive critique for improvement of behaviors, effort, and performance.

  • Communicates often and relays good and bad information quickly; too much information is better than too little.

  • Able to provide clear, effective communications in multiple format including verbal, written, email, and mass communications to customers.

  • Communications should always be easy, enjoyable, and meet the needs.

  • Demonstrates excellent written and verbal skills.

  • Demonstrates strong interpersonal skills to interact with clients, management, and peers.

  • Demonstrates effective cross-department communication.

  • Document and communicate problem/resolution and information/action plans.

  • Able to stay calm during times of crisis.

  • Able to contribute to a team environment with a high degree of professionalism and skill.

Customer Service

  • Understands that communication is key: interactions should always be easy, enjoyable, and meet the needs of the customer.

  • Driven to work hard to be knowledgeable of issues; do your homework.

  • Practices advanced skills of conflict resolution and negotiation.

  • Able to use positive language and be a calming presence.

  • Good with time management, provides customer needed information or resolution in an efficient manner.

  • Able to handle surprises and think quickly.

  • Able to lead conversations with a goal-oriented focus and "close" with confirmed customer satisfaction.

Self-Discipline

  • Emphasis on attention to detail.

  • Dedication to problem solving/analysis.

  • Written/Verbal communication proficiency.

  • Accountable and dependable.

  • Adaptable and flexible.

  • Undoubtedly customer focused.

  • Self-motivator. Able to meet deadlines without micro-management.

  • Efficient time management and prioritization.

  • Emphasis on personal development and continued improvement.

  • Ethical Conduct.

Supervisory Responsibility

  • This position is responsible for managing all Help Desk personnel across all C Spire Business offices.

  • Constantly evaluate current service quality for improvement opportunities.

  • Measure service quality via metrics and client surveys.

  • Ensure service SLAs are met.

  • Ensure Help Desk training of and compliance for all applicable policies, procedures, and processes.

  • Assist in appraising the performance of the Help Desk and CSS team and provide feedback on improvement activities.

  • Identify training needs, recommend effective personnel action, assist with performance reviews and one on ones, as needed/requested.

  • Rely on data, experience, and judgment to plan and accomplish goals.

  • Maintain appropriate communications within area of responsibility.

  • Strong analytical, numerical, and reasoning abilities.

  • Results-oriented with the ability to balance other business considerations.

  • Expertise with the concepts, practices, and procedures common to managed and cloud services.

  • Attention to detail and the ability to meet deadlines under pressure.

  • Assist with the hiring, training, and developing of Help Desk staff. Assist with the maintaining a virtual bench of prospective employees for Help Desk roles and recommend compensation for each.

Work Environment

In most cases, work will be performed in a climate-controlled office space.

Physical Demands

  • Candidate should be able to lift 75 pounds.

  • Job will require sitting for long periods of time, and may occasionally require bending, lifting, and driving.

Position Type/Expected Hours of Work

This is a full-time, exempt position (40+ total hours a week). A one-hour lunch break is provided. Shift start times range from 6:00 AM Central to 9:00 AM Central.

Travel

This position requires less than 1% travel/overnight travel.

Required Education, Experience, and Certifications

  • 5+ years in technical roles

  • Experience in the development and continuous improvement of processes and procedures

  • Experience developing teams and collaborative environments

Preferred Education, Experience, and Certifications

  • 2+ years in management / leadership / coaching positions

  • ITIL Foundations Certification

  • Experience working with ITIL, COBIT, or other IT Frameworks

  • Industry standard Service Desk certifications / memberships (ex. HDI)

  • A+, Network+ Certifications

  • MCP, MCITP, MCSA, MCSA Certifications

  • Basic networking familiarity

  • Networking/switching hardware

  • Associates or higher degree in Computer Science or related field

  • Experience with EMR/EHR/Practice Management applications

  • Some experience in the following is preferred:

  • Windows 7, Windows 8, Windows 10

  • Server 2008, Server 2012, Server 2016

  • Active Directory

  • Exchange 2010, Exchange 2013, Office 365

  • Microsoft Office Suite

  • Terminal Servers

  • Citrix XenApp, Citrix XenDesktop

  • VMware

Additional Eligibility Qualifications

None

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.


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Help Desk Lead

C Spire Wireless