The Helpdesk Lead is responsible for the IT Help Desk daily functions including troubleshooting help desk tickets and training help desk staff. Assessment, assign, and schedule help desk tickets. Dispatch tickets to vendors. Coordinate some vendor accounts and billing. Record issues in ticketing system and coordinates referrals to appropriate technical, or service personnel for services, repairs, and training. Use and maintain Helpdesk tracking software and help document resolution procedures and scripts for help desk technicians. You will report to TSC Help Desk Manager.
RESPONSIBILITIES
- Lead desktop platform optimization, standardization, and overall.
- Manage the Microsoft SCCM infrastructure, including installation, configuration, platform health monitoring, client remediation, OS deployment, and application packaging/deployment.
- Provide Tier 3 support for desktop platforms and collaborate with support teams to resolve issues, determine causes, and escalate.
- Coordinate release cycles, critical updates, and support the Windows Servicing Model.
- Work with platform vendors to resolve issues and contribute to platform strategy.
- Handle incident and service request management, ensuring resolution or reassignment.
- Apply ITIL practices, including change management, and assist teams with technical troubleshooting.
- Manage hardware/software assets, track licensing compliance, and support continuous improvement in technology spend.
- Participate in IT Infrastructure and Finance projects, offering technical and operational support.
- Provide direction and escalation support to the help desk; ensure service delivery and crisis management.
- Maintain documentation, organize training for team members, and foster positive team collaboration.
- Develop strategies and backup plans to ensure service performance.