Help Desk Team Lead
CBIZ
full-time
Posted on:
Location Type: Remote
Location: Maryland • United States
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Salary
💰 $55,000 - $75,000 per year
Job Level
About the role
- Build, develop and manage a team capable of carrying out operational strategies needed while improving employee, client, and vendor relationships.
- Supervise and manage overall performance of assigned associates.
- Continue to spend a significant amount of time performing individual tasks related to the success of the team.
- Act as a liaison between CBIZ associates and the client.
- Responsible for staffing, performance management and disciplinary action for assigned team.
- Create and exhibit a sense of ownership for developing efficient operations and identifying opportunities for continuous growth.
- Handle the escalations for assigned team.
- Create and update procedures and documentation to improve efficiency and effectiveness.
- Train associates in new activities, policies, technical systems, and procedures.
- Lead and attend department meetings, team meetings, and 1:1s with assigned associates.
- Complete performance reviews and make salary recommendations for assigned direct reports.
- Assume responsibilities for related duties as assigned.
Requirements
- High School Diploma or GED required; Bachelor's degree preferred
- Minimum of 3 years' experience directly related to technical support of information system technology, with at least 1 year in a leadership capacity (mentoring associates, project leadership, contact center leadership) preferred
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical supportinformation system technologyperformance managementstaffingdisciplinary actionprocedures documentationtrainingproject leadershipcontact center leadership
Soft Skills
team managementrelationship managementcommunicationownershipproblem-solvingmentoringleadershipefficiency improvementescalation handling
Certifications
High School DiplomaGEDBachelor's degree