A leading IT and Cybersecurity Company located in the NYC area. we pride ourselves in delivering high quality IT and security services. We are rapidly growing, and looking to add new,  career-driven team members. In this role, you will be responsible for managing a team of 12 IT Service Desk support engineers, that provide support to our clients, and leading them in delivering exceptional service. As a Team Lead and help desk manager, you will be responsible for mentoring and coaching junior  members of the team, overseeing day-to-day operations, and ensuring all support tickets are  resolved effectively and in a timely manner, as well improve processes, and enhance customer  satisfaction. Benefits include: PTO and vacations, Payments towards health benefits, Paid training and certification benefits, Competitive pay

 Responsibilities:

• Manage and mentor a team of Level 12 support technicians.
• Collaborate with 2 Help Desk dispatchers.
• Oversee all support tickets and ensure timely resolution.
• Continuously improve support processes and procedures.
• Act as technical escalation point for the Service Desk.
• Ensure proper ticket triage.
• Quality assurance
• Ensure documentation is up to date (IT Glue).
• Work closely with clients to ensure satisfaction and address any escalations.

Qualifications:

• 5+ years of experience in Level 2+ IT support, with at least 2 years in a managerial role.
• Expert in Windows desktop and server operating systems.
• Strong knowledge in networking, virtualization, and cloud technologies.
• Strong knowledge in O365 administration.
• Excellent communication and customer service skill.
• Extremely committed and responsible.
• Quick learner.
• Resolution oriented.
• Hungry to learn and advance in their career.
• Passion to improve processes and services.
• Bachelor’s Degree Computer Science or Information Systems is a plus
• Industry Certifications – Microsoft, CompTIA A, Network + is a plus.
• Prior MSP Experience is a plus.

Salary: $80k-$100k

Location: Brooklyn



To apply or for more information, please email your resume to Leah@SwiftStaffingGroup.com with the subject line "Team Lead - Job ID #2469686."

To get the "full list" of the current career opportunities, WhatsApp 732-800-7633 

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