Kforce Help Desk Lead in Lincolnshire, Illinois

Kforce has a client in search of a Help Desk Lead in Lincolnshire, IL.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 and 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

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

  • Workforce monitoring and reporting to Help Desk Manager

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

  • Provide leadership during service disruptions

  • 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 activities

  • Leads by example in the daily carrying out of Help Desk responsibilities

  • 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

  • Associates degree or higher related to Information Technology preferred

  • Minimum 3 years of 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 of experience in a Help Desk associate role

  • Minimum of 1 year of 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

  • Analytically inclined with attention to detail and accuracy

  • Strong problem solving skills

  • Strong organizational skills

  • Excellent communication skills

  • Good interpersonal skills

  • Excellent time management skills

  • Ability to work independently

  • Ability to follow defined procedures and have a fine attention to detail

  • Ability to complete multiple simultaneous projects in a timely manner

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.Compensation Type:Hours