Kelly Services Help Desk Lead in Lincolnshire, Illinois

Help Desk Coordinator, Lincolnshire, IL

Kelly Services is seeking a help desk team lead for one of our top clients in Lincolnshire, IL.

Length: 3 Months (Contract-to-hire W2)

Pay Rate: $20.00-25.00/hr. (W2- All Inclusive)

The primary responsibility will be focused on the day-to-day activities of the Help Desk including calls and troubleshooting. The Team Lead will direct the workload of the team, manage help desk call volumes, and assign tasks to assist help desk personnel. The Team Lead will also be performing several duties along with 18-20 other support analysts located around the world. These duties include but are not limited to, performing ticket creation and quality assurance checks on assigned tickets, supporting customer IT needs over the phone or via remote access, and other IT-related issues.

General Responsibilities:

  • Monitor and Identify systemic issues and escalate appropriately

  • Provide phone support and remote troubleshooting for hardware and software support

  • Provide advanced Customer Service Support & Service Delivery functions

  • Monitoring departmental Phone and Email Workloads to ensure Service Levels are achieved

  • Monitors call and ticket queues to ensure proper assignment and workload balance among team members.

  • Driving service quality, productivity, and meeting or exceeding call center goals and established metrics

  • Workforce monitoring and reporting to Help Desk Manager

  • Possesses the ability to complete multiple simultaneous projects in a timely manner

  • Acts as an escalation point; manages and coordinates urgent and complicated support issues

  • Provide leadership during service disruptions

  • As a member of the Help Desk team, leads by example in the daily carrying out of Help Desk responsibilities:

  • Deliver effective training and coaching to the technicians on Help Desk competencies and exceptional customer service.

  • Assists manager in maintaining documentation providing guidelines in procedures and operation practices to help desk attendants.

  • Proactively identify opportunities for continuous improvement.

  • Contribute to Knowledge Management activates

  • Analyze Customer Satisfaction survey feedback and provide detailed information and report

  • Performs weekly quality audits for entire Help Desk organization that measures both ticket and call quality

Education/Work Experience

  • Associates degree or higher related to Information Technology preferred

  • Minimum of 3 years’ experience associated with the technical support of PC Hardware, Windows OS, and standard desktop applications such as word processing, e-mail, and virus protection

  • Minimum of 2 years’ experience in a Help Desk associate role

  • Minimum of 1 year experience in Team Lead role

  • Software and Hardware Certifications a plus

  • Leadership certifications a plus

  • ITIL Certifications a plus

  • Service Now Experience is a plus

Other Capabilities:

  • Excellent communication skills

  • Analytically inclined with attention to detail and accuracy

  • Strong problem solving skills

  • Strong organizational skills

  • Ability to work independently

  • Good interpersonal skills

  • Excellent time management skills

  • Candidate must be able to follow defined procedures and have a fine attention to detail

Apply Today!

If you are interested in the position, please apply to this posting with an updated resume and feel free to follow-up with me at sanc811@kellyservices.com . Thank you for your time and I look forward to working with you.

Why Kelly ® ?

With Kelly, you’ll have direct connections to leading IT organizations in the best companies around the globe—offering you the chance to work on some of today’s most intriguing, innovative and high-visibility projects. In a field where change is the only constant, our connections and opportunities will help you take your career exactly where you want to go. We work with 95 of the Fortune 100™ companies, and more than 9,000 IT hiring managers turn to us each year to access the best talent: people like you.

Last year we found 10,000 opportunities for IT professionals. Let us help advance your career today.

AboutKelly Services ®

As a workforce advocate for over 70 years, we are proud to have a role in managing employment opportunities for more than one million workers around the globe. We employ 550,000 of these individuals directly with the remaining workers engaged through our talent supply chain network of supplier partners. Revenue in 2015 was $5.5 billion. Visit kellyservices.com and connect with us on Facebook , LinkedIn and Twitter .

Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females, Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is committed to employing a diverse workforce. Equal Employment Opportunity is The Law. at https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm