Help Desk Support - Lead

CDK Global Cincinnati, OH

This position is a Team Lead level for our internal IT help desk, providing user and team support and customer service on company supported computer applications and platforms. Great customer service and communication skills are required.

MAJOR ACTIVITIES AND RESPONSIBILITIES

* Monitor new agent training plans

* Ability to mentor agents in technical support and customer service

* Respond to requests for technical assistance via phone, email and Chat.

* Maintain team vacation and time-off requests

* Advise team members and users on appropriate technical actions to resolve issues

* Ensure team SLA's are met on a consistent basis

* Using various reporting tools look for trends and gaps within SLA's.

* Assist management with hiring new team members

* Call Mentoring

* Work with management to create/change, and test team support tools

* Assist creating new team processes

* Host team lunch and learns

* Redirect and escalate problems to the appropriate resources.

* Track and route Level II issues accurately

* Document issue resolutions through Knowledge base articles.

* Work with Business Partners to generate new business for the team

* Perform other duties as requested

Education:

Bachelor's Degree preferred or equivalent experience

Microsoft certifications MCSE or MCP preferred a plus

Experience:

5-8 years' work experience

Skills:

Excellent oral and written skills.

Ability to effectively communicate with all levels of management

Ability to learn, adapt and build technical skills

Ability to motivate team members

Excellent Customer service

Proven leadership skills

Team player

Problem analysis and Problem-solving

Adaptability and capability to multitask

Planning and organizing

Attention to detail

Stress tolerance

Must have negotiating skills

CDK Global is an Equal Opportunity Employer; Minorities/Women/Veterans/Disabled.

We believe that diversity in all aspects of business leads to strength.