Application Help Desk Team Lead
Position Overview:
Remaining adaptable and innovative are two pillars of Benchmark’s Dynamic core value and the Application Help Desk Team Lead can demonstrate these characteristics and develop them within others through providing technical assistance and support related to computer applications and in overseeing the day-to-day workflow of the Application Help Desk Specialists. This position also serves as an escalation point and identifies process improvements while also working within the team.
Ideal candidates for this position have a strong service-oriented mindset, high level of problem-solving abilities, broad technical expertise, and the ability to prioritize in a dynamic work environment.
Essential Functions of the Role:
- Oversee the day-to-day workflow of the Application Help Desk team.
- Serve as the escalation point for the Application Help Desk Specialists and end users seeking complex application support.
- Escalate issues to the Training and Application Support Manager according to support processes.
- Oversee the ticket queues and ensure support requests are all addressed timely and efficiently.
- Identify training opportunities through help desk activity and assist with the creation of training materials (reference guides, coaching, etc.).
- Complete quality control audits on helpdesk tickets to ensure company standards are met.
- Assist IT Help Desk with employee on-boarding, off-boarding, and general support tickets.
- Assist with the identification and development of process improvements within the Application Help Desk.
- Report and manage support issues with Ellie Mae.
- Other duties as assigned.
Classification: Full Time, Non-Exempt
Essential Knowledge/Skills/Abilities:
- Ability to delegate and motivate team members
- High attention to detail
- Extensive time management skills
- Ability to analyze a problem and apply problem-solving skills to resolve the issue
- Proven ability to prioritize and multi-task
- Ability to work across organizational boundaries
- Proven customer service and communication skills
- Working knowledge of ticketing systems
- Proficient with Microsoft Office 365, Mimecast, and a ticketing system
Experience Requirements:
- Three years of Information Technology (IT) Help Desk experience required.
- Experience with Encompass LOS required.
- Experience with Zendesk preferred.
- Prior management experience preferred.
Education / Licensing Requirements:
- Associate’s degree in computer science or equivalent experience required.
Working Conditions:
- Collaborative team environment.
- Requires normal vision (corrected) both close and distant.
- Requires normal hearing levels (corrected).
- Requires working at a desk to use a phone and computer for extended periods of time.
- Requires sitting, bending.
- Works effectively with frequent interruptions.
- Lifting requirements of 15 lbs. occasionally.
- Casual dress code.
- Along with a great culture and competitive pay, full-time employees are eligible to receive additional benefits:
- Medical, dental, and vision insurance
- Short-term and long-term disability
- 401(k) and Roth 401(k) plans and Company match
- Company-provided life insurance
- 8 paid holidays
- AND MORE!
- Pay: $100,000 to $120,000 annually depending on experience, with eligibility for a discretionary bonus.
