IT Helpdesk Team Leader

Job Responsibilities:

Leading the IT Helpdesk Team

• Provide daily direction and communication to team members to ensure helpdesk tickets are answered in timeously, and efficient manner. 
• Assist the team in resolving complaints and escalations from end users and management.
• Administer customer service duties such as quality analysis on call and ensure fast turnaround time on ticket resolution.
• Oversee the tickets to completion.
• Conduct scrum meeting with the IT Helpdesk Team as the scrum master. 
• Provide team with effective and efficient troubleshooting methodology to ensure efficiency of the team.
• Be the point of contact for all time and attendance issues the team member might have. 
• Interface when necessary with stakeholders or 3rd party vendors to obtain any assistance required.
• Ensure correct entries are inserted into the IT Service Management Tool 4Me and Genesys.
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