Responsibilities

• Lead and manage a team of help desk engineers, including setting performance goals, conducting regular feedback and evaluations, and identifying growth opportunities.
• Ensure timely and effective technical support to end users.
• Optimize workflows and processes to streamline issue resolution and improve overall service quality.
• Monitor SLA metrics, analyze trends, and implement strategies to boost productivity and satisfaction.
• Serve as escalation point for complex inquiries, collaborating with other teams (systems, networking, InfoSec) to ensure prompt resolution of infrastructure issues.
• Assist in onboarding new team members and continuously enhance the team’s skill set.
• Foster a positive and inclusive culture that values collaboration, innovation, and professional growth.
• Lead regular team meetings, communicate goals and updates, and promote open dialogue.
• Coordinate with other department leaders to ensure seamless cross-team operations.
• Stay up-to-date with industry trends to inform decision-making and ongoing service improvements.
• Balance in-house and outsourced res

Responsibilities

• Lead and manage a team of help desk engineers, including setting performance goals, conducting regular feedback and evaluations, and identifying growth opportunities.
• Ensure timely and effective technical support to end users.
• Optimize workflows and processes to streamline issue resolution and improve overall service quality.
• Monitor SLA metrics, analyze trends, and implement strategies to boost productivity and satisfaction.
• Serve as escalation point for complex inquiries, collaborating with other teams (systems, networking, InfoSec) to ensure prompt resolution of infrastructure issues.
• Assist in onboarding new team members and continuously enhance the team’s skill set.
• Foster a positive and inclusive culture that values collaboration, innovation, and professional growth.
• Lead regular team meetings, communicate goals and updates, and promote open dialogue.
• Coordinate with other department leaders to ensure seamless cross-team operations.
• Stay up-to-date with industry trends to inform decision-making and ongoing service improvements.
• Balance in-house and outsourced res