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<h1>Help Desk Team Lead</h1><h4><a href="https://www.linkedin.com/company/randstaddigital?trk=public_jobs_topcard-org-name" rel="noopener noreferrer" target="_blank">Randstad Digital&nbsp;</a>&nbsp;Halifax, Nova Scotia, Canada</h4><h4> </h4> Direct message the job poster from Randstad Digital<a href="https://ca.linkedin.com/in/t-andy-wettlaufer-2b96aa141" rel="noopener noreferrer" target="_blank">T. Andy Wettlaufer</a><h3>T. Andy Wettlaufer</h3><h4>Technical Recruiter for the Atlantic &amp; Central Canadian Regions</h4> 🌟Help Desk Lead - Dartmouth, NS 🌟 We're partnering with&nbsp;our&nbsp;client, a prominent organization in&nbsp;Dartmouth, Nova Scotia, to find an exceptional&nbsp;Help Desk Lead&nbsp;to join their team. This is a hands-on supervisory role for a dedicated IT professional passionate about process optimization and team leadership. 📝 General Role Summary The&nbsp;Help Desk Lead&nbsp;is a crucial, hands-on supervisory role responsible for the day-to-day operations and excellence of the Help Desk Analysts team. This individual will actively resolve escalated technical issues, provide mentorship and guidance, and champion a culture of continuous improvement and exceptional client service. You will be instrumental in optimizing support processes and ensuring the team consistently meets and exceeds&nbsp;our&nbsp;client's&nbsp;Service Level Agreements (SLAs). 🏢 Brief Company Summary Our client is a significant presence in the Dartmouth, NS business landscape, known for its dedication to quality and service. They offer a collaborative and supportive environment where technology professionals can thrive, make a tangible impact, and contribute to the successful operations of our client's overall business. Our client values teamwork, efficiency, and a customer-centric approach to IT service delivery. ** NOTE -&nbsp;if you feel you are a fit for the position, and possess the skills outlined below, please feel free to send your up to date CV directly to be at&nbsp;ANDY.WETTLAUFER@RANDSTADDIGITAL.COM -&nbsp;due to volumes, only those qualified will be contacted. 🔑 Main Responsibilities &amp; Day-to-Day <ul><li>Supervision &amp; Mentorship:&nbsp;Supervise, inspire, and foster a collaborative working environment for the Help Desk Analysts team, leading by example in all technical support activities.</li><li>Escalated Issue Resolution:&nbsp;Actively participate in resolving escalated and complex technical support issues, leveraging your expertise to guide the team to efficient resolutions.</li><li>Queue Management:&nbsp;Manage and prioritize ticket queues, taking ownership of timely issue resolution to ensure client expectations and SLAs are consistently met.</li><li>Process Optimization:&nbsp;Collaborate with the team to identify, document, and implement opportunities for process optimization and efficiency gains in service delivery.</li><li>Training &amp; Development:&nbsp;Train new team members on help desk procedures and technical skills, providing hands-on technical coaching and mentorship to empower them.</li><li>Strategic Support:&nbsp;Work closely with the Help Desk Manager, assisting with strategic planning and decision-making to optimize Help Desk operations and meet our client's needs.</li></ul> ✅ Must-Have Requirements <ul><li>Minimum of&nbsp;5 years of experience&nbsp;in a technical support/help desk role, with proven expertise in troubleshooting and resolving a wide array of IT issues.</li><li>Strong&nbsp;supervisory skills&nbsp;and a demonstrated desire to lead and mentor a technical team.</li><li>Proven track record of delivering&nbsp;high-quality and efficient IT support services&nbsp;in a fast-paced environment.</li><li>Proficiency in the use and administration of&nbsp;help desk software and ticketing systems.</li><li>Excellent communication and interpersonal skills, with the ability to translate technical information clearly for non-technical audiences.</li><li>Possession of a&nbsp;Valid Driver’s License and active access to a vehicle&nbsp;for occasional travel to client sites.</li></ul> 🌟 Nice-to-Have Requirements <ul><li>Experience working in a&nbsp;managed services or outsourced IT environment.</li><li>ITIL certification&nbsp;or strong knowledge of IT service management best practices.</li><li>Experience with documentation of processes and procedures to facilitate knowledge sharing.</li></ul> 📍 Other Things to Note <ul><li>The role is primarily office-based in Dartmouth, NS, involving collaboration with the team and interaction with clients via phone, email, and remote support tools.</li><li>Occasional travel to client sites may be required for on-site support or meetings.</li><li>Flexibility is needed, as the role may sometimes involve working extended hours or being on-call to address urgent client issues outside of regular business hours.</li><li>The ideal candidate must be effective at balancing multiple priorities and deadlines while working under pressure.</li></ul>Show less&nbsp;<h3>Seniority level</h3><ul><li>Not Applicable</li></ul><h3>Employment type</h3><ul><li>Full-time</li></ul><h3>Job function</h3><ul><li>Information Technology</li></ul><h3>Industries</h3><ul><li>IT Services and IT Consulting</li></ul>

Help Desk Team Lead is no longer accepting applications.