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Standley Systems · 23 hours ago

IT Helpdesk Team Lead

Oklahoma City, OK

Full-time

Onsite

Senior Level

5+ years exp

Standley Systems is a company committed to providing business technology solutions with a focus on client satisfaction. The IT Helpdesk Team Lead will create and lead a professional service team to ensure high performance and client satisfaction while managing complex technical issues and improving operational efficiency.

ConsultingInformation TechnologyLegalTelecommunications

Responsibilities

Lead, and mentor a team of technicians and engineers, providing guidance and support to ensure high performance and professional growth

Daily reviewing and managing the Helpdesk team’s tickets

Ensuring the highest client satisfaction by meeting customer’s needs in a courteous and timely manner

Monitor individual performance and progress

Ensure compliance with safety and legal standards

Coach team members as needed

Communicates progress, needs, and updates to management

Keep SOPs up to date

Lead their Team to maintain and exceed Service Benchmarks

Generate and analyze performance metrics, creating regular reports for management

Provide insights and recommendations for continuous improvement

Serve as third-level support for all users with the most complex problems, especially related to servers and networks

Oversee the monitoring of networks, servers, and systems to identify and resolve issues promptly

Ensure timely and accurate communication of incidents

Develop and implement processes and procedures to improve the efficiency and effectiveness of the Helpdesk Team

Ensure adherence to industry best practices and company standards

Maintain and expand current technical knowledge by attending training classes and meetings

Proactively maintain servers and networks

Qualification

Advanced Networking TroubleshootingIncident ManagementTeam LeadershipTicketing ManagementAzure Admin AssociateCCNAVCP-DCVCompTIA Server+Customer Relationship SkillsMulti-taskingVerbal CommunicationOrganizational Skills

Required

Passionate about and Motivated by Team success

Great attitude and Great work ethic to set the bar for his/her team

Passionate about Client's security and up time

Highly organized and able to multi-task

Strong verbal communications

Successfully prioritize service issues based on multiple competing objectives while multitasking

Effectively communicate with team members & customers with excellent verbal and written communication skills

Highly Organized, detail oriented and self-motivated with Strong customer relationship skills

Ticketing management and reporting capabilities

Good driving record, valid driver's license, and proof of insurance

Advanced knowledge of networking troubleshooting, including ISP Equipment, Firewalls, Switches and Servers

Excellent knowledge of PCs, Servers, MFPs, Email, VLANS, Wired and Wireless Networking, Storage and Backups

Strong experience with Multiple OS, Virtual Servers, Backup Restoration, Network Troubleshooting, Server Configuration

Excellent experience deploying, managing, and troubleshooting network and server infrastructures

5+ years' experience in IT support

High School Diploma

Must be able to pass drug and alcohol screen

While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer and telephone keyboard

Specific vision abilities required by this job include close vision requirements due to computer work

Light to moderate lifting required

Regular, predictable attendance required

Travel to other Standley Systems offices and customer sites during normal business hours may be expected

Moderate noise (i.e., business office with computers, phone, and printers, light traffic)

Ability to work in a confined area

Ability to sit at a computer terminal for an extended period of time