Help desk team leader positions are found in a variety of industries, but they are most common in information technology. Requirements for this job are mostly related to work experience, although some positions prefer a bachelor’s degree; additionally, most require a minimum of a high school diploma or equivalent. Work experience requirements depend on the company and pay level, but it usually includes at least two years in a help desk or customer service environment. Some positions may require specialized skills or credentials, such as security clearance and/or knowledge of specific technologies and applications.
Help Desk Team Leader Tasks
Build and maintain knowledge bases for users and help desk team.
Interact with organization management to report metrics and to determine priorities and desired response times.
Lead help desk staff, setting schedules, evaluating performance, and creating standard protocols.
Control work flow for tickets and long-term projects, and escalate issues as they arise.