IT Ops Helpdesk, Lead Technician
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As an IT ops helpdesk lead technician you will be the tier 2 customer service and technical escalation point for all of our tier 1 technicians. You'll need to find gaps within the daily processes and work with the entire operations team in creating scalable and sustainable solutions. You will work in a fast paced environment and be challenged to think on your feet and make quick decisions based on the core mission which is to provide joy through frictionless support that is globally consistent.
What you’ll do:
- Increase morale and advocate for the technicians
- Partner with tier 1 to maintain high standards
- Ensuring consistency of processes and procedures for all technicians
- Tier 1 escalation point for the helpdesk questions/issues
- Find gaps in helpdesk processes, and create solutions
What we’re looking for:
- 2+ years of enterprise helpdesk experience
- High level hardware and software troubleshooting on a Mac
- Fantastic customer service skills
- Strong ability to manage your time
- Willing to travel
- Effective at cross functional collaboration
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