Helpdesk Lead

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 :

Preferred Skills & Certifications :

Special Considerations :

Scheduling :