Helpdesk Team Lead

Key Responsibilities:

• Lead, supervise, and mentor the helpdesk team to ensure efficient and effective service delivery.
  

• Monitor helpdesk operations, including ticket assignment, prioritization, and resolution.
  

• Act as the primary escalation point for complex or high-impact technical issues.
  

• Develop and enforce helpdesk procedures, service standards, and performance metrics.
  

• Coordinate with other IT teams to facilitate system updates, maintenance, and project implementations.
  

• Conduct regular performance evaluations, coaching sessions, and training for helpdesk staff.
  

• Review and analyze helpdesk reports, identifying trends and recommending improvements.
  

• Ensure the helpdesk knowledge base is updated with accurate troubleshooting guides and documentation.
  

• Oversee user account management, system access requests, and onboarding/offboarding processes.
  

• Support IT projects, deployments, and upgrades across museum locations.
  

• Ensure all helpdesk activities comply with
  

• IT policies, security guidelines, and operational standards.
  

• Foster a customer-focused culture and ensure high levels of user satisfaction.
  

Qualifications & Experience:

• Bachelor’s degree in Information Technology, Computer Science, or related field.
  

• 5–7 years of experience in IT helpdesk or technical support roles, with at least 2 years in a supervisory or lead position.
  

• Strong expertise in Windows operating systems, networking basics, IT hardware, and software troubleshooting.
  

• Experience with helpdesk/ticketing systems, ITIL-based processes, and remote support tools.
  

• Proven leadership, team management, and conflict-resolution skills.
  

• Excellent communication, customer service, and analytical abilities.
  

• Ability to work under pressure and manage multiple priorities in a fast-paced environment.
  

• Experience in the museum, cultural, or government sector is an asset.
  

Key Competencies:

• Leadership and team coordination
  

• Advanced technical proficiency
  

• Service quality management
  

• Problem-solving and decision-making
  

• Communication and interpersonal skills
  

• Process improvement and initiative