IR
IT Help Desk team leader at Ironclad, managing support for technology needs and team collaboration. Overseeing technology policies and supporting executive leaders' assistance.
About the role
- Provides Supervisory Oversight of Tier 1 Personnel – Service Desk Representative
- Prioritize tasks to handle Supervisor escalations and prepare to handle Tier 1 incoming calls during AHOD scenarios, or as needed.
- Operate to meet the client provided Key Performance Indicators, monitor and report on performance level metrics weekly, monthly, quarterly, and annually.
- Record and monitor every customer inquiry throughout the lifecycle, accountable for tracking every ticket (from calls, emails, incidents, and inquiries) logged by the team from the entry of the ticket to the disposition of the reported incident.
- Collect, analyze, maintain, create, store, and share organizational knowledge and information to enhance efficiency and minimize the need to rediscover existing knowledge.
- Review, update, and maintain SOPs, plans, and guides detailing stakeholder interactions with the helpdesk team.
- Monitor and evaluate agent performance, providing coaching and taking corrective action, if necessary.
- Assess helpdesk operations to identify areas for improvement. Track performance trends and develop actionable insights.
- Supports and coaches team members with effective methods to research, troubleshoot and deliver resolutions.
- Collaborating with other supervisors and management to support agents and maximize customer satisfaction.
- The ideal candidate must demonstrate a high level of commitment and flexibility, with the ability to work and support a dynamic shift schedule.
- Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports
- Develop daily, weekly, and monthly reports on help desk team’s productivity.
Requirements
- 2 years of experience supervising and managing service desk representatives.
- 2 plus years of experience direct supervision of Tier 1 Customer service representatives.
- 5 plus years of experience supporting a service desk or call center operation.
- Experience with ServiceNow/Jira/Confluence.
- Candidates must be able to obtain and maintain a Public Trust clearance
- Candidates must have lived in the United States 3 out of the past 5 years
Benefits
- Competitive compensation and a 401(k) with employer contributions to help you plan for the future
- Flexible paid time off and hybrid ways of working that support true work-life balance
- Comprehensive health coverage—including medical, dental, vision, life, and disability insurance
- A curated in-office experience designed to foster community, team connections, and innovation
- Opportunities to give back through Sparksoft Cares, including annual company-wide fundraising events
- Training and development programs that build new skills and prepare you for leadership roles
- A collaborative, transparent, and fun culture—recognized as a Great Place to Work®
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
PT
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