IT Helpdesk Team Lead
Inbox Business Technologies is hiring an IT Helpdesk Team Lead who is responsible for supervising his regional field engineers’ team, ensuring timely resolution of technical issues, maintaining service quality, and meeting SLA targets. This role acts as the first escalation point for unresolved issues and coordinates with internal teams and users to deliver efficient IT support.
Key Responsibilities
- Supervise and guide Resident Engineers on all relevant issues.
- Monitor the helpdesk dashboard and ensure timely ticket resolution.
- Coordinate with Manager and provide updates on all open tickets and other ongoing escalated issues.
- Communicate with users and provide in-person or remote support when required.
- Assist team members in troubleshooting complex technical issues.
- Ensure that all calls and emails are responded to promptly and professionally.
- Follow up with the field team to resolve all open cases and ensure timely closure.
- Coordinate with other IT teams (Network, Security, ETS, Assets) for escalated issues.
- Ensure compliance with IT policies and security standards.
- Prepare daily and weekly reports on team performance and ticket status.
- Ensure proper documentation for all relevant issues.
- Ensure all tickets are properly updated in the system with the correct categories.
- Ensure punctuality, attendance, and overall performance compliance for self and team.
Requirements
- Bachelor's degree in Computer Science / B.Sc in Engineering / Diploma in IT or relevant field.
- 2–4 years of experience in relevant field.
- Drafting document for project requirements, objectives and status reports.
- Resource management and team handling skills.
- Positive Attitude and pro-activeness.
- Strong communication skills.
- Effective complaint handling and task management.