Summary
The successful candidate in this Helpdesk Team Lead role provides technical direction and guidance to a Helpdesk team while mentoring and developing team members. The Helpdesk Team Lead builds relationships with employees and clients to provide excellent customer experience. This role is responsible for ensuring that the team maintains standards for IT support, Service Level Agreements, and other client satisfaction goals.
Key Responsibilities
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Lead the Helpdesk team and evaluate performance.
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Manage escalation of priority issues.
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Establish best practices through the entire technical support process.
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Create and update documentation.
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Participate in internal leadership meetings and initiatives.
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Set and meet specific customer service standards.
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Contribute to improving customer support by actively responding to queries and handling escalated issues.
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Follow up with clients to identify areas of improvement.
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Provide customer feedback with the appropriate internal teams.
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Lead meetings with FIT teams to uphold SLAs, review client reports, and ensure accuracy for metrics.
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Lead regular 1:1 meeting with team members.
Required Qualifications
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A professional, confident, reliable, trustworthy, and positive demeanor.
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Ability to troubleshoot, diagnose and solve problems as well as document all steps taken for resolution.
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Hands-on experience with Helpdesk and remote support software.
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Ability to relay technical information and instruction (in writing and verbally) to clients who possess varying ranges of technical knowledge and background.
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Organizational and time management skills with strong orientation to detail and ability to follow through on tasks
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Customer service oriented with a problem-solving attitude.
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Basic understanding of varying versions of Microsoft Windows, Active Directory, Microsoft 365, and Group Policy
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Knowledge of Microsoft Office applications, Microsoft developer tools, Antivirus, remote connection technologies and PC troubleshooting skills regarding hardware and software.
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Comprehension of networking protocols and concepts such as TCP/IP addressing, and VLANS.
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Ability to maintain confidentiality of information being accessed, processed, or stored.
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A+, Network+, MTA, MCSA certifications are desirable.
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Demonstrated ability to:
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work and adapt in an evolving-priority environment.
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follow processes and protocols.
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meet deadlines and manage multiple tasks simultaneously.
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learn software tools/applications (e.g., asset tracking and ticketing system).
Working Conditions + Physical Requirements
This position primarily operates in a professional office environment. Regular, in-person attendance at FIT Technologies Headquarters during standard business hours is required to perform the essential function of this role. The position requires prolonged periods of sitting, working at a computer, and participating in in-person meetings. Specific scheduling expectations will be determined by leadership based on business needs. Occasional evening and weekend work to support meetings, events, or deadlines, occasional work weeks of more than 40 hours.
How to Apply + Additional Information
To apply, submit an application online through our Career Center.
This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Duties and responsibilities may change at any time with or without notice. Nothing in this job description creates an employment contract, implied or otherwise.
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Headquartered in Cleveland, FIT Technologies is an employee-owned company (ESOP) with more than 140 staff supporting clients through Ohio and in metropolitan areas across 15 + states.
FIT Technologies offers a comprehensive benefits package, including:
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Health, dental, vision, and voluntary life insurance
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Company-paid life insurance and long-term disability
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Paid time off and 9 paid holidays
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Paid military leave
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Paid parental leave
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Employee Stock Ownership Plan (ESOP)
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401(k) with company match
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Dependent Care FSA
To promote a healthy work environment and provide exemplary customer service, FIT Technologies is a non-smoking workplace and does not hire tobacco or vape users.
FIT Technologies is an equal opportunity employer and welcomes diversity in our workforce. We do not discriminate – and take active steps to prevent discrimination – in employment, recruitment, compensation, promotion, termination, or any other employment practice on the basis of race, color, national or ethnic origin, ancestry, gender, age, religion, creed, disability, military or veteran status, sexual orientation, gender identity, or gender expression.
