Help Desk Team Lead in Madison, WI at Interactive Business Systems

Date Posted: 11/3/2019

Job Snapshot

Job Description

IBS is seeking qualified candidates for an IT Help Desk Team Lead contract position. The client’s IT Help Desk provides hardware and custom software support for over 2800 employees located in 75 locations throughout Wisconsin. The Help Desk is staffed by 13 support agents and is open 5 days per week during normal business hours. The person in this position reports to the Customer Services Manager, and is responsible for ensuring all reported IT problems are resolved as professionally, efficiently, and thoroughly as possible. 

Specifically, the person in this contract position will: 

1) Manage help desk staff schedules and support assignments; 
2) Plan, design, and contribute to help desk improvement projects, including ongoing capability assessments and staff training plans; 
3) Advocate for customers by coordinating help desk operations with leaders of other departments including technical operations, software development, and inventory management; 
4) Track all important customer issues through to resolution; 
5) React to customer emergencies; 
6) Other support related duties as needed.