(WE FILLED THIS) Help Desk Team Lead (IT) – Hybrid – Los Angeles, CA 90029 Direct Hire/ Full Time Employee

4/8/24 Update: OFFER ACCEPTED

NOTE: Please see the Application and Job-Related questions below.

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NOT open to Corp to Corp

THIS POSITION REQUIRES US CITIZENSHIP or GREEN CARD & Hybrid or onsite

TITLE: Help Desk Team Lead (IT)

SIZE OF STAFF TO LEAD: 3

LOCATION: Los Angeles, CA 90029

HYBRID or ONSITE

No travel required. Team will travel to the 10 locations within So Cal as needed.

DURATION: Full Time

REPORTS TO: Director IT that DKKD staffed

Working hours roughly 8:30-5:30, but OT as needed

SALARY: $75-$80K (Non-exempt. Role is eligible for OT pay as needed)

OVERVIEW:

• Do you fit all the requirements? How many total years’ experience do you have and how recent? Anything you are lacking?
• Level 2/3 Lead:
  • Small Company: All internal support of about 165+ employees across 10 locations in So Cal and growing.
  • Technical: Azure, O365, Window 10/11, infrastructure, network support, workstations, Cloud apps, email issues, new users, new app provisioning, etc.
  • Need: Be the highest level of tech support unless it needs to go to Peter – not a manager, but a lead
  • Responsibilities: First month jump in and help with ticket flow and guide the team of 3 for priorities. Team will eventually grow.
  • Ticketing systems: Kaseya, IT Glue
  • Degrees/ Certs: A+. Network + – Bachelors preferred.

SUMMARY

We are seeking a highly skilled and customer-focused IT Help Desk Team Lead to join our dynamic organization. As the IT Help Desk Team Lead, you will be responsible for the day-to-day supervision of our IT support systems and process. You will play a crucial role in ensuring the smooth operation of our IT systems and delivering efficient solutions to technical issues. The ideal candidate should possess a strong technical background, excellent communication skills, and a passion for delivering outstanding end-user experiences.

Essential Duties and Responsibilities

1. Lead and supervise a team of IT Help Desk technicians, providing guidance, training, and mentorship to ensure exceptional performance and professional growth.
2. Act as the primary point of contact for technical issues, problem-solving, and critical incidents, ensuring prompt resolution and minimal disruption to end-users.
3. Prioritize and delegate incoming support requests, ensuring appropriate resources are assigned to deliver timely and effective solutions.
4. Foster a customer-centric culture within the team, emphasizing exceptional customer service and continuous improvement of support processes.
5. Collaborate with other departments to coordinate and streamline support efforts, ensuring efficient workflows and smooth handover of escalated issues.
6. Stay updated with the latest industry trends and advancements in technology, providing recommendations for process improvements and implementing best practices.
7. Maintain comprehensive documentation, knowledge base articles, and standard operating procedures (SOPs) for common support issues, ensuring accurate and accessible resources for the team and end-users.
8. Monitor and analyze support metrics and key performance indicators (KPIs).
9. Maintains professional and technical knowledge by attending approved educational workshops, reviewing professional publications, establishing personal networks, benchmarking practices, and participating in professional societies. Maintains a high degree of confidentiality in all work.

Education and Work Experience

Bachelor’s Degree and 3-5 years of experience working in information technology help desk support roles.

Strong written and verbal communication skills; strong analytical skills. Must be well-organized and detail-oriented. Experience with not-for-profit software and cloud-based systems is a plus.

Knowledge and Skills

Ability to work effectively under pressure to deliver results in a fast-paced environment.

Strong and effective communication with a wide variety of audiences.

General knowledge and demonstrated experience with office management; knowledge of the organization’s operations of administrative programs; ability to establish and maintain effective relationships with other management staff, employees, and the general public; ability to present facts and recommendations effectively in oral and written form.

QUALIFICATIONS

1. Bachelor’s degree in Information Technology, Computer Science, or a related field. Relevant certifications (e.g., CompTIA A+, ITIL) are a plus.
2. Proven experience in a technical support role, with a strong understanding of IT systems, hardware, software, and networking concepts.
3. Excellent customer service skills, with a customer-centric mindset and the ability to handle challenging situations with professionalism and empathy.
4. Strong problem-solving and analytical skills, with the ability to think creatively and strategically to resolve complex technical issues.
5. Excellent communication skills, both verbal and written, with the ability to effectively explain technical concepts to non-technical users.
6. Knowledge and experience with Windows operating system required.
7. Experience with O365 suite and environment.
8. Proficiency in using help desk ticketing systems, remote support tools, and other relevant IT tools. Experience with Kaseya BMS, VSA and IT Glue are a plus.
9. Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
10. Proactive and adaptable mindset, with a strong commitment to continuous learning and self-improvement.

Language Skills

Ability to read and interpret general business periodicals and professional journals. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, board members, families and the general public.

Mathematical Skills

Strong analytical skills.

Computer Skills

Strong proficiency in Microsoft Office Suite and O365 applications.

Certificates, Licenses, Registrations: A+, Network+

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Driving throughout the region and maintaining a valid driver’s license is a requirement of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel; talk or hear. The employee is frequently required to sit. The employee must frequently lift and/or move up to 25 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, you must be available to work irregular hours, shifts, weekends, and holidays. The noise level in the work environment is usually moderate.

Equal Opportunity Employer

JOB-RELATED/ Specific SCREENING QUESTIONS:

Please provide # of years of experience and most recent year used per skillset and provide an example of work, and/or of something you’ve accomplished.

If no experience, please indicate N/A and provide any comparable work.

1. Title as a Help Desk Team Lead:
2. Hands-on technical (level 2/3) internal support within a small company (under 500) and remote support of other locations:
3. Microsoft Office Suite:
4. O365 applications:
5. Additional:
   1. Azure, Window 10/11, infrastructure, network support, workstations, Cloud apps, email issues, new users, new app provisioning, etc.
   2. Kaseya BMS, VSA and IT Glue:
   3. Ticketing Systems Used:
6. A+, Network+, Bachelors:

APPLICATION QUESTIONS (Please answer all questions – including Additional Job-Related questions below when applying)

• Legal Name and Preferred Name:
• Best Contact Info:
• Your Linked In:
• Where do you live and your desired geographical location:
• Why are you looking for a new job:
• Availability for interviews and a new job:
• Willing to work 100% onsite, hybrid or remote:
• Are you open to relocation if required:
• Are you open to travel if needed:
• Do you have an active Passport if needed:
• Are you authorized to work in US (Please indicate US, Green Card or Other):
  • Do you require sponsorship at any time or will you in the future?
• Salary Expectations: (We need a range) $
• Sizes of companies worked for (# of employees and revenue):
• Sizes of staff overseen and their titles: (Please include # of direct reports)
• Budgetary Responsibility: $
• Education/Certs/Degrees: (Please indicate which certs are active)
• Who Referred You/ How Did You Hear About Job/ DKKD Staffing:

We get 100’s of applicants applying to us. Please see the instructions above on how to apply to help us get your info to the client faster.

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