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Help Desk Team Lead

 

An excellent career opportunity is currently available for a Help Desk Team Lead located at Aires Pittsburgh, PA office.  This exciting opportunity is in a high growth environment where you will utilize your IT skills and leadership experience to supervise the daily activities of the Help Desk Team Members.

Aires (www.aires.com) has been providing best-in-class relocation management services for over 30 years and is a recognized industry leader in delivering high quality relocation and assignment management services to leading corporations.

We Have…

  • An award-winning technology platform, built in-house, that aligns with the future state of Global Mobility
  • A financially stable organization with a history of 15%-20% organic annual growth
  • A competitive compensation, a high internal promotion rate and a full benefits package including a 401K match

Position Responsibilities:

  • Manage team’s performance and schedules and maintains responsiveness to user requests
  • Manage the ticketing system and track ticket trends to identify recurring issues and focuses on improving the end user experience
  • Analyze KPI’s and workflows to determine and implement continuous improvement projects
  • Lead asset life cycle, including purchasing, setup and distribution to users and retirement
  • Perform basic administrative duties on servers, manage user accounts and administer Office 365
  • Develop and maintain workflows for managing the ticket tracking system
  • Coordinate support tasks and onsite visits for all offices

Qualifications:

  • Associate’s Degree in Information Systems or related field
  • 5 years of IT support experience, including 2 years of supervisory experience
  • Phone support and customer service experience
  • MS Office Suite, Windows, Citrix, Help Desk Ticketing Systems, Asset Inventories, Software Patch Management, Linux/Unix
  • CompTIA A+
  • HDI Customer Service Representative
  • ITIL
  • MCSA: Windows 10

 

EOE AA M/F/Vet/Disability

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