Lead IT Help Desk

Post Date

Jun 12, 2024

Location

Saint Louis,
Missouri

ZIP/Postal Code

63146
US
Sep 13, 2024 Insight Global

Job Type

Contract-to-perm

Category

Help Desk

Req #

ATL-710679

Pay Rate

$26 - $38 (hourly estimate)

Job Description

Job Summary

A client of Insight Global is seeking a Lead IT Help Desk associate to be based out of their corporate Headquarters in St. Louis, MO. The Help Desk Lead oversees all processes related to IT Help Desk operations and monitors the work of staff on the Help Desk. Will serve as an escalation point to technical issues and troubleshoot a minimum of 3 tickets a day. Will share updates and concerns with the Help Desk Manager. Provides ongoing training in technology, procedures, and service quality standards to Help Desk Technicians.



Major Tasks, Responsibilities and Key Accountabilities

* Creates and maintains, detailed and complete, Help Desk documentation (KBAs)

* Identify opportunities for automation and assist with the development of automation systems to address those opportunities.

* Participation with research, planning, scoping, implementation, and ongoing support for projects.

* Participation with maintaining inventory of hardware, software, and support assets.

* Demonstrated Customer Service & Troubleshooting skill sets.

* Experience working with multi-tiered ticket handling/resolution systems.

* Provide tier 1, tier 2, and tier 3 IT support.

* Enforces IT standards and educate associates about compliance issues.

* Lead any required meetings/work to determine status and remove blockers for the team.

* Identify and define M&A requirements, scope and objectives with IT Project Managers and lead dedicated team who physically travel to newly acquired branches across the country and implement standardized C&M technical solutions.

* Direct M&A project correspondences by preparing and reviewing action plans, proposals, memos, meeting minutes and emails.

* Manage the integration, analysis and assessment of plans and strategies across multiple projects at once.

* Monitor and follow up on implemented technologies for long term success of the integration.

* Motivate the team to deliver ticket resolutions on time with superior quality.

* Report accurate quality and improvement ideas.

* Advocate for quality in every interaction and adhere to QA best practices.

* Evaluate existing components and systems to determine integration requirements.

* Updating job knowledge by engaging in educational opportunities and regular training.

Leadership

* Provide general guidance/direction to or train junior level support personnel or professional personnel.

* Capability to self-motivate, work independently and taking ownership of job responsibilities.

* Serve as a first line leader for Level 1 associates (approve time, track metrics, basic supervisor functions).

* Evolve, update, and maintain QA processes and coach, mentor and educate team on Help Desk best practices.



Compensation:

$34/hour to $38.50/hour

Conversion salary range of $72,000 to $80,000



Exact compensation may vary based on several factors, including skills, experience, and education.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.

To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .

Required Skills & Experience

* Associate degree in computer science or related field preferred.

* 3-5 years' experience in related field preferred.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.