IT Help Desk Team Leader

Job Description

Company Introduction

Job Responsibilities and Duties

• Provide frontline technical support to customers;
• Cultivate positive relationships with end-users to enhance customer satisfaction;
• Drive ongoing improvements in Tier 1 support, desktop administration, and telecommunications for all stakeholders;
• Monitor ticket volume and performance metrics, and support the team in surpassing expectations, including implementing corrective actions as needed;
• Collect and present operational metrics, achievements, and priorities during weekly leadership meetings;
• Establish and enforce ITIL and ISO standards;
• Assess the technology needs of managed customers based on their business requirements;
• Ensure timely and budget-compliant delivery of services and projects through effective team management and leadership;
• Manage escalation and resolution of software issues with Level 2 and 3 internal support teams;
• Oversee the escalation and resolution of issues related to third-party software and systems;
• Develop and implement processes and procedures for client support;
• Gather feedback to identify recurring issues and provide FAQs to aid in troubleshooting;
• Develop and maintain a comprehensive Technical Support knowledge base;
• Oversee the acquisition of software and hardware, analyzing technology trends and recommending cost-effective solutions;
• Identify needs for upgrades, configurations, or new systems and report these to upper management;
• Monitor and manage financial resources;
• Administer and support 3CX and TEAMS phone systems and related applications;
• Assist System and Database Administrators with daily tasks and troubleshooting;
• Lead team efforts effectively, integrating individual skills and strengths for project and organizational success;
• Recruit, select, orient, and train employees, ensuring personal growth and development opportunities;
• Conduct regular performance reviews with direct reports, tracking progress and addressing successes and challenges;
• Perform other duties as assigned, with the flexibility for management to adjust responsibilities as needed.

Experience

• Posess a Bachelor's or Associate degree in Computer Science, Information Systems, or a related field, or equivalent relevant experience;
• At least 5 years of professional or technical experience in IT, with a robust background in customer service;
• A minimum of 2 years of current management experience, showcasing proficiency in leadership and resource management.
• Have a ITIL Foundations Course and/or Certification;
• Familiarity with Knowledge Centered Support (KCS) Principles;
• Practical experience with a broad range of computer software, hardware, and peripherals, including Microsoft 365;
• Experience with computer security systems, password, and file protection protocols;
• Proven experience in configuring and maintaining help desk ticketing software;
• Basic networking knowledge to support desktop issues;
• Experience in facilitating process improvement projects based on comprehensive data analysis;
• Experience with SQL Server and fundamental systems administration;
• Preferably, possess a Maltese driving license;
• Be fluent in English and ideally Maltese.

Personal Skills

• Strong technical background with the ability to explain complex concepts to a non-technical audience;
• Excellent communication and interpersonal skills, with the ability to convey information clearly and listen effectively;
• Capable of planning, organizing, and coordinating work to meet deadlines and adapt to rapidly changing priorities;
• Ability to collaborate with other departments to enhance processes and procedures;
• Proven leadership skills with a track record of guiding teams towards successful outcomes;
• Skilled in de-escalation techniques and effectively resolving customer complaints;
• Team-oriented with a positive attitude and a collaborative work style;
• Passionate about delivering exceptional customer service and approaching problems with a solution-focused mindset.