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Help Desk Team Lead

Job Description:

Reports To: Service Manager

Direct Reports:

  • Service Coordinator
  • Help Desk Technician, Tier I
  • Field Technician
  • Help Desk Technician, Tier II
  • Network / Systems Administrator


The HDTL’s time will break down as follows:

17% - Completing tickets
33% - Handling escalations
50% - Coaching, mentoring and conducting one-on-ones
  • Ownership of key Help Desk metrics such as CSAT score, ticket delta, stale tickets, and tickets over 7 days with assistance from the Service Coordinator.
  • Providing leadership, management, and accountability to all direct reports (approximately 7 people).
  • Reinforce the company’s core values within the help desk team (and by giving kudos).
  • Coaching direct reports to grow in their skillsets and providing a clear career progression path.
  • Ensure that staff are happy in their jobs and have a pleasant work environment.
  • Maintain high team morale to ensure low staff turnover.
  • Assist with hiring members of the Help Desk Team including, but not limited to, the initial review of resumes, phone interviews, booking interviews, first-round interviews to vet talent for technical positions within the company and make hiring decisions within the approved overall help desk budget.
  • Ensure timesheets are complete with help of the Service Coordinator.
  • Regular review of completed tickets recorded phone calls, and written correspondence with clients to ensure that high standards are being maintained, and team members are coached as needed.
  • Send surveys to clients for completed tickets.
  • Follow-up with clients on negative or neutral surveys. After gathering the facts, address the survey with any staff involved to ensure better results going forward.
  • Act as an escalation point for after-hours emergency tickets that aren’t acknowledged by the on-call technician in a timely fashion.
  • Travel to conferences/industry peer group meetings whenever needed.
  • Ensure tasks are properly documented, and documented procedures are followed.
  • Oversee the dispatch process and make sure that tickets are meeting established service level agreements.
  • Maintain (and create/redesign) metrics and target goals to observe and repair problem areas of the Help Desk.
  • Create and document processes, policies, and procedures that the help desk follows and redesign if needed to hit target metrics and goals.
  • (LMA) Provide technical mentorship and assistance on issues and act as the party that decides on escalation necessity and path.
  • (Path of Communication) Provide insight on issues outside of the scope of technicians and decide on the best path to lead the issue to completion.
  • Act as an intermediary between the help desk department and other departments in the company including senior management
  • Audit completed tickets for key information to ensure that the ticket has been completed successfully and the ticket handling process was followed in its entirety.
  • Daily ticket review with the Help Desk Technicians to uncover roadblocks and assist in moving the ticket forward in the completion process.
  • Conduct monthly one-on-ones with the Help Desk members to review the past month’s issues and achievements, track progress towards goals, set new monthly goals and targets, and plan for the future.
  • Conduct daily morning huddles to pinpoint problems and create solutions, share news, increase morale, motivate and celebrate achievements as a team.
  • Other management and technical tasks as needed.

Skills and Qualifications

  • Excellent communicator – both verbal and written.
  • Experience with Windows desktop and server support and networking at a tier 2 level
  • Demonstrated ability to lead a team
  • 2 years of experience in a leadership position
  • Experience working in a managed service provider is desired.
  • Relevant education: 4-year degree or equivalent experience.
  • Project management experience is a plus.
  • Strong time management skills, multitasking skills, and the ability to prioritize tasks with minimal supervision
  • A professional, responsive, and positive work attitude is essential


Job Types: Full-time, Permanent

Salary: $60,000.00-$75,000.00 per year


Professional Qualifications


• Experience in the computer services industry

• Well-developed interpersonal customer service and relationship building skills

• Familiar with Microsoft Word, Excel, and Outlook Personal Attributes


Personal Attributes


• Good oral and written English-language skills

• Strong organizational and time management skills

• An ability to work independently with minimal supervision

• The ability to work under pressure and to prioritize work effectively

• Attention to detail

• Self-motivated, energetic, and reliable with a positive disposition

• An acceptance of, and commitment to work according to, the organization’s policy


Join Us

As a managed IT serviceS provider, Keeran Networks is dedicated to building and maintaining a strong team to deliver exceptional customer service and consistent technical support to our clients. We are a team of motivated and talented individuals in a dynamic work environment where no two days are the same. We believe in teamwork and share a passion for exceeding our client’s expectations. If you’re looking for a fun yet challenging place to grow your career, then look no further!


To apply, fill in the form or send your resume along with a cover letter to: JoinTheTeam@keeran.ca

NOTE:  This job description is not intended to be all-inclusive. Our employees may perform other related duties as negotiated to meet the ongoing needs of the organization.