Help Desk Team Lead
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Job Description
Help Desk Team Lead at CBIZ overseeing technical support operations while enhancing client and vendor relationships. Mentoring team members and improving performance through effective management.
Responsibilities:
- Build, develop and manage a team capable of carrying out operational strategies needed while improving employee, client, and vendor relationships.
- Supervise and manage overall performance of assigned associates.
- Continue to spend a significant amount of time performing individual tasks related to the success of the team.
- Act as a liaison between CBIZ associates and the client.
- Responsible for staffing, performance management and disciplinary action for assigned team.
- Create and exhibit a sense of ownership for developing efficient operations and identifying opportunities for continuous growth.
- Handle the escalations for assigned team.
- Create and update procedures and documentation to improve efficiency and effectiveness.
- Train associates in new activities, policies, technical systems, and procedures.
- Lead and attend department meetings, team meetings, and 1:1s with assigned associates.
- Complete performance reviews and make salary recommendations for assigned direct reports.
- Assume responsibilities for related duties as assigned.
Requirements:
- High School Diploma or GED required; Bachelor's degree preferred
- Minimum of 3 years' experience directly related to technical support of information system technology, with at least 1 year in a leadership capacity (mentoring associates, project leadership, contact center leadership) preferred
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