Job Location

Chicago, IL

General Summary

The Helpdesk Lead ensures that users receive the highest level of customer service by managing the Helpdesk Level 1 team, promoting best practices for helpdesk and ticketing systems, and providing backup Level 1 support as needed.  



This position is based at the Home Office in downtown Chicago, IL and reports to the Director, Application Support.

Essential Job Functions

• Manages the Helpdesk Level 1 team
• Monitors Helpdesk ticket queues daily ensuring that user requests are being expedited according to issue priority and service level standards.
• Serves as liaison to escalation level support teams when issues require further evaluation or information beyond the Level 1 team.
• Minimizes downtime by assisting helpdesk with timely identification of  issue trends/patterns so that appropriate escalation level support teams and management are notified.
• Promotes helpdesk and ticketing system best practices.
• Develops and maintains procedural documentation for the Level 1 team and other general helpdesk documentation for the IT department.
• Promotes continuous improvement in order to enhance the quality of service provided to heldpesk users.  This includes setting service standards, auditing compliance and providing helpdesk training.
• Collects helpdesk data in order to understand ticket volume, helpdesk issue trends/patterns, staffing needs and makes recommendations to management as necessary.  Compiles statistical and other reports as required.
• Serves as a member of the Helpdesk Level 1 team in order to augment staffing as required, including afterhours:
• Prioritizes, resolves and/or reassigns helpdesk requests that are received either by phone or by email.  
• Enters issue details and documents troubleshooting steps into the helpdesk ticketing system using best practices
• Manages user accounts (add/delete/transfer) as appropriate.
• Performs other duties as assigned.

Minimum Requirements

• Bachelor's degree in Computer Science or Management Information Systems or related field
• 2+ years leading and coaching an IT helpdesk team in one-on-one and group settings to emphasize best practices, procedural details, service levels, etc.
• 2+ years' experience using a helpdesk ticket management system
• Self-starter with the willingness to take initiative to understand technology and potential impact to helpdesk requests
• Ability to organize and prioritize own work and the work of others in order to meet helpdesk customer service levels
• Ability to work independently and handle multiple tasks with keen attention to detail
• Strong customer service skills
• Effective verbal and written communication skills to interact with internal and external stakeholders in person, on the telephone, and by email/chat or other applications
• Excellent analytical skills to problem solve helpdesk issues
• Ability and willingness to work occasional evenings and weekends in order to respond to support service issues 

PLEASE CLICK HERE TO APPLY

• by mail:
  Send resume to:
  Alzheimer's Association, Home Office
  225 N. Michigan Ave, Suite 1700
  Chicago, IL 60601
  

We are an Affirmative Action, Equal Opportunity Employer and we appreciate your interest in the Alzheimer's Association.