Help Desk Team Leader – Network Solutions

Role Overview

• Lead teams of support associates focused on the Branch and Home Office network and voice hardware, software, processes, and technologies
• Develop and maintain effective organization of responsibility, including efficient recruiting, training, performance standards, delineation of duties and responsibilities, forecasting and supervision
• Establish and maintain effective communications and relationships across teams, departments, countries, vendors, and other divisions
• Must be able to establish and maintain effective relationships with vendors while aligning to the firm’s objectives
• Hold teams accountable through data analytics
• Align team activities, strategies, responsibilities, and objectives with the firm’s strategic direction while ensuring prudent use of the firm’s financial resources
• Provide leadership, development, and mentoring to associates through examples and timely feedback and performance measurement
• Build, develop and manage a team capable of carrying out operational strategies needed while improving employee, client, and vendor relationships
• Supervise and manage overall performance of assigned associates
• Continue to spend a significant amount of time performing individual tasks related to the success of the team
• Act as a liaison between CBIZ associates and the client
• Responsible for staffing, performance management and disciplinary action for assigned team
• Create and exhibit a sense of ownership for developing efficient operations and identifying opportunities for continuous growth
• Handle the escalations for assigned team
• Create and update procedures and documentation to improve efficiency and effectiveness
• Train associates in new activities, policies, technical systems, and procedures
• Lead and attend department meetings, team meetings, and 1:1s with assigned associates
• Complete performance reviews and make salary recommendations for assigned direct reports
• Assume responsibilities for related duties as assigned

Requirements

• High School Diploma or GED required
• Minimum of 3 years’ experience directly related to technical support of information systems technology