Help Desk Lead

Description:

The C-NLOPB invites applications for the position of Help Desk Lead. Reporting to the Information Technology (IT) Manager, this position will:

• Manage the Help Desk ticketing system
• Supervise Help Desk staff and ensure requests/issues are resolved in a timely manner
• Review and analyze Help Desk tickets to identify and initiate changes to enhance service
• Develop and update Help Desk policies, processes and procedures
• Lead the installation and management of desktop operating systems, applications and peripherals
• Provide support for various application management systems
• Oversee maintenance of the IT hardware and software inventory system
• Lead IT training and orientation sessions for employee onboarding
• Organize, manage and assign User Awareness Training
• Other related duties as required

Candidates must possess a three-year diploma in Computer Systems Engineering Technology and have a minimum of five years related work experience. Knowledge of Windows Server and Desktop Operating Systems, Desktop management tools, and Help Desk ticketing systems is required. Strong analytical and communication skills are essential. Candidates must have the ability to work with minimal supervision and lead other team members with a focus on customer service and end user satisfaction.