Courser
About COURSER
COURSER accelerates the growth of IT service provider companies. We forge dynamic partnerships, leveraging our values of Teamwork, Service, Growth-Mindedness, Trust, and Innovation to deliver impactful solutions and phenomenal customer experiences. If you thrive in a fast-paced IT environment, join our rapidly expanding team and contribute to our ongoing success.
IT Support Services Team Lead – Help Desk We are seeking a motivated and skilled IT Support Services Team Lead – Help Desk to oversee daily operations, support a team of technicians, and ensure the successful delivery of IT support services to our clients. This role requires a balance of technical expertise, leadership skills, and customer service excellence. The ideal candidate will serve as the primary point of contact for escalations, provide mentorship to the team, and ensure operational efficiency in a Managed Service Provider (MSP) environment.
Key Responsibilities
Lead and manage a team of help desk technicians, ensuring performance aligns with organizational goals.
Provide hands‑on technical support and guidance to team members for escalated issues.
Coordinate work schedules, assign tasks, and monitor team workload to ensure timely resolution of tickets.
Ensure service level agreements (SLAs) and client expectations are consistently met or exceeded.
Act as a point of escalation for technical issues, ensuring prompt and effective resolution.
Communicate effectively with clients regarding updates, incident resolutions, and project progress.
Identify opportunities to improve help desk processes and workflows for greater efficiency and service quality.
Generate and review performance metrics, ensuring adherence to KPIs.
Provide regular reports to management on team performance, ticket trends, and client satisfaction.
Assist with complex troubleshooting for hardware, software, and network issues.
Stay updated on emerging technologies and industry trends to improve team capabilities.
Ensure best practices in IT service management (ITSM) are followed.
Key Qualifications
Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
Experience in an MSP environment with a strong understanding of IT support services.
Demonstrated leadership or team coordination experience.
Technical proficiency in areas such as Windows/MacOS environments, networking, and common business applications.
Familiarity with ITSM tools, RMM software, and PSA platforms like ConnectWise or Autotask.
Strong customer service and communication skills, with the ability to handle escalations effectively.
Excellent problem‑solving and organizational abilities.
Preferred Experience
Experience with ConnectWise.
IT certifications (e.g., CompTIA A+, Network+, Microsoft, or Cisco certifications).
Experience with ITIL frameworks and ticketing systems.
Knowledge of cybersecurity best practices and solutions.
Why you’ll love working here At COURSER, we prioritize the personal and professional development of our employees. We offer best‑in‑class training, mentorship, and clear self‑promotion paths to help you grow. We foster a culture of innovation and encourage challenging the status quo. With teams located across the country, we leverage a wealth of knowledge and a collaborative spirit, eager to share and grow together.
Benefit Highlights
Competitive benefits package, including medical, dental, vision, and life insurance
401(k) match
Unlimited vacation time*
Paid sick time
10 holidays including your birthday and a floating holiday!
Healthy lifestyle reimbursement
Amazon Prime reimbursement
40 hours for volunteer time
Paid parental leave
Reimbursement for ongoing education and certifications
Learning and development programs
Unlimited vacation time after completing one full year of employment. For the first year of employment, full‑time
COURSER is an Equal Opportunity Employer. We support diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender, gender identity, genetic information, national origin, citizenship status, marital status, age, physical or mental disability, caregiver status, veteran status, uniformed service member status or any other category protected by applicable federal, state, or local laws.
#J-18808-Ljbffr
IT Support Services Team Lead – Help Desk We are seeking a motivated and skilled IT Support Services Team Lead – Help Desk to oversee daily operations, support a team of technicians, and ensure the successful delivery of IT support services to our clients. This role requires a balance of technical expertise, leadership skills, and customer service excellence. The ideal candidate will serve as the primary point of contact for escalations, provide mentorship to the team, and ensure operational efficiency in a Managed Service Provider (MSP) environment.
Key Responsibilities
Lead and manage a team of help desk technicians, ensuring performance aligns with organizational goals.
Provide hands‑on technical support and guidance to team members for escalated issues.
Coordinate work schedules, assign tasks, and monitor team workload to ensure timely resolution of tickets.
Ensure service level agreements (SLAs) and client expectations are consistently met or exceeded.
Act as a point of escalation for technical issues, ensuring prompt and effective resolution.
Communicate effectively with clients regarding updates, incident resolutions, and project progress.
Identify opportunities to improve help desk processes and workflows for greater efficiency and service quality.
Generate and review performance metrics, ensuring adherence to KPIs.
Provide regular reports to management on team performance, ticket trends, and client satisfaction.
Assist with complex troubleshooting for hardware, software, and network issues.
Stay updated on emerging technologies and industry trends to improve team capabilities.
Ensure best practices in IT service management (ITSM) are followed.
Key Qualifications
Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
Experience in an MSP environment with a strong understanding of IT support services.
Demonstrated leadership or team coordination experience.
Technical proficiency in areas such as Windows/MacOS environments, networking, and common business applications.
Familiarity with ITSM tools, RMM software, and PSA platforms like ConnectWise or Autotask.
Strong customer service and communication skills, with the ability to handle escalations effectively.
Excellent problem‑solving and organizational abilities.
Preferred Experience
Experience with ConnectWise.
IT certifications (e.g., CompTIA A+, Network+, Microsoft, or Cisco certifications).
Experience with ITIL frameworks and ticketing systems.
Knowledge of cybersecurity best practices and solutions.
Why you’ll love working here At COURSER, we prioritize the personal and professional development of our employees. We offer best‑in‑class training, mentorship, and clear self‑promotion paths to help you grow. We foster a culture of innovation and encourage challenging the status quo. With teams located across the country, we leverage a wealth of knowledge and a collaborative spirit, eager to share and grow together.
Benefit Highlights
Competitive benefits package, including medical, dental, vision, and life insurance
401(k) match
Unlimited vacation time*
Paid sick time
10 holidays including your birthday and a floating holiday!
Healthy lifestyle reimbursement
Amazon Prime reimbursement
40 hours for volunteer time
Paid parental leave
Reimbursement for ongoing education and certifications
Learning and development programs
Unlimited vacation time after completing one full year of employment. For the first year of employment, full‑time
COURSER is an Equal Opportunity Employer. We support diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender, gender identity, genetic information, national origin, citizenship status, marital status, age, physical or mental disability, caregiver status, veteran status, uniformed service member status or any other category protected by applicable federal, state, or local laws.
#J-18808-Ljbffr