IT Helpdesk Team Leader.

My client, a leading company in the IT sector, is looking for a IT Helpdesk Team Lead to join their team on-site in Malta.
 
Our client is an independently managed IT services provider boasting a remarkable track record and years of demonstrable expertise.

They are dedicated to creating and upholding state-of-the-art, dependable, and efficient business IT networks, harnessing a diverse range of innovative cloud-first technologies.

The primary goal of the IT Help Desk Team Leader is to swiftly address technology issues reported through the company's client ticket system. This role demands a proactive technical leader dedicated to providing an exceptional support experience for our clients. The team leader must handle intricate technical problems while maintaining a strategic perspective. Additionally, this leader possesses strong leadership and communication abilities, enabling their team to surpass performance expectations.

Desired experience and skillset:

• Bachelor’s or Associate degree in Computer Science, Information Systems, or a related field, or equivalent relevant experience meeting the minimum experience requirement.
• At least 5 years of professional or technical experience in IT, with a strong emphasis on customer service.
• A minimum of 2 years of current management experience demonstrating proficiency in leadership techniques and resource management.
• Hands-on experience with a wide range of computer software, hardware, and peripherals, including Microsoft365.
• Familiarity with computer security systems, password protocols, and file protection measures.
• Basic networking knowledge to support desktop issues.
• Experience with SQL Server and basic systems administration.
• Solid technical background with the ability to explain instructions to a non-technical audience.
• Ability to plan, organize, and coordinate work to meet deadlines and adapt to rapidly changing priorities.
• Facilitate process improvement projects with the team based on thorough data analysis.
• Proven ability to lead teams toward achieving organizational goals with successful outcomes.
• Demonstrated skills in de-escalation and effective resolution of customer complaints.

Main responsibilities:

Manage All Help Desk Operations:

• Provide frontline technical support to our customers.
• Build and maintain positive relationships with end-users to ensure high customer satisfaction.
• Drive continuous improvement in Tier 1 support, desktop administration, and telecom services for all stakeholders.
• Monitor ticket volumes and performance metrics, supporting the team in exceeding expectations and implementing corrective actions when necessary.
• Compile and present operational metrics, achievements, and priorities during weekly leadership meetings.
• Implement and uphold ITIL & ISO standards.
• Assess the business requirements of managed customers to determine their technology needs.
• Ensure successful delivery of services and projects on time and within budget through effective team management and leadership.
• Escalate and resolve software issues with Level 2 and Level 3 Internal Support teams.
• Address third-party software and systems issues through the support team.
• Set team goals and lead staff to achieve desired results while being accountable for team performance.
• Develop and enforce processes and procedures for client support.
• Gather feedback to identify patterns and issues, providing FAQs or resolutions to aid in troubleshooting.

Oversee Asset Management and Inventory:

• Manage software and hardware acquisitions for the division, including analyzing technology trends and recommending cost-effective solutions to meet IT needs. Ensure technological equipment and software are functional and efficient.
• Telephone Systems:
• Administer and support 3CX and TEAMS phone systems along with their related applications.
• Teamwork:
• Assist the System Administrator and Database Administrator with daily tasks and troubleshooting.
• Manage and collaborate on cross-team projects.
• Lead team efforts effectively, integrating the skills and strengths of individuals from various teams to ensure project and organizational success.