Orange County, NY Helpdesk Lead at vTech Solution

Job Summary: The Helpdesk Lead provides daily leadership for the Level 1 Helpdesk ensuring service level agreement (SLA) attainment operational consistency and a high-quality customer experience. This role drives performance escalation management and continuous improvement within the remote team. Location:Goshen New York United States Responsibilities: - Oversee daily operations of the L1 Helpdesk team ensuring compliance with all SLRs. - Monitor ticket queues ensure accurate documentation and enforce L1 troubleshooting standards. - Serve as the primary escalation point for complex or trending issues; coordinate with other teams to drive quick resolutions. - Conduct real-time call monitoring quality assurance reviews and coaching to maintain high service consistency. - Deliver weekly performance insights and support monthly reporting requirements. - Maintain staffing schedules manage attendance and ensure coverage continuity during high-volume periods. - Support onboarding of new staff and provide refresher training on processes knowledge articles and security protocols. - Uphold a customer-first mindset ensuring courteous professional and effective service delivery. Required Skills & Certifications: - 5 years in IT helpdesk operations. - 2 years in a supervisory or lead role. - Deep knowledge of L1 service desk operations. - Demonstrated success managing SLAs in government or enterprise environments. - Strong communication coaching and problem-solving capabilities. Preferred Skills & Certifications: - ITIL Foundation certification. Special Considerations: - None specified. Scheduling: - Maintain staffing schedules and ensure coverage continuity during high-volume periods. Key Skills Computer Hardware,Mac Os,Active Directory,VMware,ConnectWise,HP Service Manager,Microsoft Windows Server,Mobile Devices,Windows,Help Desk,Operating Systems,Remedy Employment Type : Full Time Experience: years Vacancy: 1