Helpdesk Lead

Overview

We are seeking an experienced Helpdesk Lead to manage enterprise-level technical support operations. The role involves overseeing daily helpdesk activities, leading a team of technical support staff, and ensuring timely issue resolution to maintain excellent customer satisfaction.

Key Responsibilities

• Manage daily operations of the enterprise helpdesk, ensuring smooth workflow and prompt resolution of technical problems.
• Lead and supervise the helpdesk team, providing guidance, training, and support to uphold high performance and superior customer service.
• Resolve technical issues swiftly using both personal expertise and team collaboration.
• Maintain exceptional customer service standards by addressing inquiries and concerns professionally and effectively.
• Apply advanced knowledge of networking concepts and protocols to design, implement, and troubleshoot complex network environments.
• Collaborate with Field Operations teams to gather customer feedback, identify opportunities for improvement, and implement strategies to boost Customer Satisfaction (C-SAT).

Qualifications and Skills

• Valid Cisco Certified Network Associate (CCNA) certification is required; Cisco Certified Network Professional (CCNP) or equivalent is preferred.
• Practical experience with Network Management Systems (NMS) for monitoring and managing network performance.
• Expertise in Fiber Optic technologies and Unidirectional Broadband (UBR) connectivity to ensure robust, high-speed network links.