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.
Typical duties performed by help desk team leaders include working with customers and clients remotely to effectively solve problems and perform requested tasks. Skills to accomplish these tasks include analytic abilities, knowledge of relevant technology, and excellent communication skills. Other duties performed by these professionals include generating reports of incidents and work performed, as well as cooperating with other workers to effectively troubleshoot and analyze situations. Participation in regular meetings is also necessary, in addition to independently following all company protocol and policies.
The equipment regularly used by help desk team leaders typically includes computers and various software applications. Software varies by company, but suites such as VMWare and various operating systems are common. Work hours for these team leaders vary depending on the help desk's operating hours, overnight shifts and work during typical business hours are common. Physical requirements are generally limited to long hours at the computer in an indoor environment.
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.