Helpdesk Team Lead
Glenwood Springs, COJobSeen todaySeen in employer's feed today
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Job overview
Decypher Technologies seeks a Helpdesk Team Leader to oversee technical support operations and maintain customer software systems. The role includes coordinating projects, implementing software solutions, supporting Microsoft and VMware environments, and providing network-level technical services. The leader communicates with customers about incidents and changes, documents processes, and develops knowledge of the technology stack and customer needs.
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Full job description
Job description: Overview We are seeking a dedicated and experienced Helpdesk Team Leader to oversee our technical support team. This role is essential in ensuring that our IT support operations run smoothly and efficiently. The Helpdesk Team Leader will be responsible for maintaining the design and integrity of customer's software systems, coordinating complex projects, and implementing software solutions. This position involves seamless communication with internal and external contact points to ensure exceptional customer service delivery in a timely and quality-focused manner. Duties - IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Microsoft, and VMware. - Design, implementation, and support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc. - Engineer and implement system solutions for customers using technologies that meet their needs. - Implement and support disaster recovery solutions. - Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security. - System documentation and consulting. - Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages. - Ability to work in a team and communicate effectively. - Develop in-depth knowledge of the technology stack and how it relates to customer's needs. - Document internal processes and procedures related to duties and responsibilities. Requirements - Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP. - Self-motivated with the ability to work in a fast-moving environment. - Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care. - Diagnosis skills of technical issues. - Ability to multi-task and adapt to changes quickly. - Technical awareness: ability to match resources to technical issues appropriately. - Service awareness of all organization's key IT services for which support is being provided. - Understanding of support tools, techniques, and how technology is used to provide IT services. - Self-motivated with the ability to work in a fast-moving environment. Educational/Previous Experience Recommendations: - BA/BS, preferably in computer science or a related field. - MBA/MS preferred but not required. - 5 or more years of IT or related experience. Benefits: - Competitive salary based on experience and qualifications - Inclusive health, vision, and dental benefits - Performance-based incentives and generous bonus levels - Comprehensive on-the-job training and support - Positive working environment and corporate culture - Opportunities for career advancement
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