Help Desk Team Leader

#LI-DNI

Essential Functions and Primary Duties

• Build, develop and manage a team capable of carrying out operational strategies needed while improving employee, client, and vendor relationships.
• Supervise and manage overall performance of assigned associates.
• Continue to spend a significant amount of time performing individual tasks related to the success of the team.
• Act as a liaison between CBIZ associates and the client.
• Responsible for staffing, performance management and disciplinary action for assigned team.
• Create and exhibit a sense of ownership for developing efficient operations and identifying opportunities for continuous growth.
• Handle the escalations for assigned team.
• Create and update procedures and documentation to improve efficiency and effectiveness.
• Train associates in new activities, policies, technical systems, and procedures.
• Lead and attend department meetings, team meetings, and 1:1s with assigned associates.
• Complete performance reviews and make salary recommendations for assigned direct reports.
• Assume responsibilities for related duties as assigned.

Preferred Qualifications

• Experience managing large teams in a remote capacity.
• 1 year in leadership (mentoring associates, project leadership, contact center leadership).
• 3 years' experience directly related to technical support of information systems technology.

Minimum Qualifications

• Bachelor's degree in information technology or related field, or equivalent work experience