Support Manager

About Us:

Tech-Keys  is a full-service IT Company providing IT solutions to businesses for over a decade. Our mission has and always been to give our clients the sense of security they need to entrust us with their business' technology needs and we are proud to say that in ten years of business we have never let a client down. It is who we are, and what we believe has been a driving force behind our incredible growth.

At Tech-Keys we believe in constant growth, the company is always growing and we continue to open internal positions to those who rise up to the challenge. 

Tech-Keys believes very strongly in Culture and Core Values. This Company has only been able to grow and continue growing by ensuring that every individual on the team exemplifies each of the following Core Values: 

• CARE 
• BE PROUD 
• AIM HIGHER 
• FUN & BALANCED 
• SPEAK UP 

Mission:

The Help Desk Team Lead will provide direction, information, and recommendations to their team. The Team Lead is responsible for all the tickets on their team to ensure they are seen through properly to completion. The team lead must also perform a wide variety of ticket flow and stat evaluation tasks to ensure Help Desk performance meets company and end-user satisfaction. 

Expected Outcomes:

The ideal candidate will have significant Help Desk experience along with exceptional communication and documentation skills to ensure that Tech-Keys delivers outstanding service. The candidate should be proficient at their own workflow and be able to train others in perfecting their workflow. This candidate will be the point of contact for all their teams tickets, and general inquiries needing attention. 

This person will monitor the status of each ticket to ensure they are properly triaged, assigned and resolved within a timely manner. They are responsible for all tickets on their team, including SLA times, resolutions, follow up times, communications, and documentation. 

The position will require this person to openly communicate with other teams to ensure we are providing the best possible support to clients. Team Leads must be able to identify and report recurring issues and collaborate with other leads to resolve them. 

Responsibilities

Board management

Ticket quality

Monthly/yearly Reviews

Performance evaluations 

Team satisfaction 

Time management

Team performance

Fielding technical/workflow questions 

PTO requests

Onsite requests 

REQUIREMENTS

Competencies:

At least 1 year of Helpdesk Experience at Tech-Keys 

Proficient in troubleshooting all common Tier 2 issues

Ability to pay close attention to detail while performing technically detailed tasks 

Ability to deal effectively with stressful situations 

Self-motivated with the ability to work in a fast-moving environment 

Strong interpersonal skills including phone manner, written communication, and client-care 

Enjoys helping people to the extent that no problem is considered mundane 

Self-motivated and self-directed