Milestone Technologies, Inc.

Helpdesk Team Lead

Job ID
2017-5647
# of Openings
1
Category
IT/Engineering
Hire Type
Regular Full-Time
Job Category
General IT

Overview

Milestone is looking for passionate and motivated professionals who go above and beyond to solve the world’s biggest problems through innovation and technology. Our vision is to revolutionize the way technology is deployed and supported worldwide.

 

Professional Fundamentals 


• Has a “can do” attitude and enjoys participating with a global team 
• Works with a high degree of integrity and accountability 
• Has a passion for customer service
 

Responsibilities

  • On site point of contact for client
    • Manage shift pattern and holiday requests for team
  • Ensure time sheets are filled in correctly
  • Escalate performance issues to Management
  • Identify training requirements and arrange training for new team members
  • Provide first level contact and convey resolutions to customer issues via phone, e-mail, self-service, or walk up requests 
    • Support local communities via helpdesk ticketing system and understand when to escalate priority issues 
    • Preserve and grow your knowledge of Help Desk Procedures and Services 
    • Work with Global IT staff members to analyze and resolve problems associated with technical issues 
    • Provide operations support including, account management, troubleshooting and service optimization 
    • Assist in development, documentation, and implementation of standard operating procedures and customer service guidelines 
    • Clearly document all actions performed to resolve the service request in the IT Service Management System 
    • Actively participate as a Global IT member and participate on Global initiatives when needed

 

  • Working Hours: Need to be flexible as managing a follow the sun contact center model.

Qualifications

The Help Desk Lead must demonstrate a proven ability to provide excellent customer service, manage and prioritize service requests and customer incidents with minimal supervision, excellent organizational skills, a teamwork approach and the ability to act independently to solve problems. 
• Previous experience managing a small team, preferably in a call center

  • Experience dealing with external clients based on the client site  
  • Strong troubleshooting and problem solving skills, resiliency in the face of continual change, and ability to handle high demands 
    • Strong client-facing and communication skills 
    • Working knowledge of Help Desk software, preferably Service-Now 

• General understanding of Windows Server OS, Active Directory, and Office 365 

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