Help Desk Team Lead - Network Operations Center (copy)

Overview

Help Desk Team Lead – Network Operations Center Overview :

The Help Desk Team Lead serves as a Service Delivery Coordinator and the operational lead for the help desk team, ensuring service excellence while actively developing the technical support team. This role is responsible for maintaining queue health, resolving high-priority escalations, and serving as the primary liaison for client relations. The ideal candidate possesses high emotional intelligence and the ability to balance the distinct needs of clients, technicians, and the business in a fast-paced, collaborative environment.

Responsibilities

Team Leadership & Development

Manage and mentor a team of help desk technicians, conducting regular 1 : 1 meetings and performance evaluations to foster professional growth

Coordinate technical training and cross-training initiatives across IT support and physical security disciplines

Participate in leadership meetings and contribute to quarterly objective planning and execution (utilizing EOS methodology)

Service Delivery & Operations

Proactively monitor ticket queues to ensure efficient workflow, intervening immediately when tickets require reprioritization or reassignment

Optimize resource scheduling using ConnectWise, aligning technician assignments with specific skill sets and urgency levels

Manage the escalation lifecycle to Tier 2 field engineering, including securing client approval and facilitating handoffs to project management

Oversee adherence to Service Level Agreements (SLAs) and analyze resource utilization to maximize team efficiency

Client Relations & Communication

Act as the primary point of escalation for complex client issues, utilizing strong conflict resolution skills to maintain client satisfaction

Manage strategic relationships with VIP and high-priority accounts

Maintain transparent communication with clients regarding incident progress, scheduled maintenance, and service outages

Reporting & Administration

Track and report on Key Performance Indicators (KPIs), including response times, resolution rates, and technician utilization

Conduct regular ticket audits and review time entries to ensure billing accuracy and data integrity

Manage administrative aspects of the team, including scheduling, time-off requests, and workload distribution

Qualifications

3+ years of experience in help desk operations or service coordination

Minimum of 1 year of experience in a leadership or supervisory capacity

Demonstrated experience with PSA or ticketing tools is required (ConnectWise strongly preferred)

Familiarity with IT support and physical security terminology is essential

Proven ability to manage billing processes, time entry audits, and SLA compliance

Superior written and verbal communication skills, with a track record of de-escalating critical client situations

Proficiency with Windows, Mac, and Microsoft 365 environments

About K Group Companies

K Group is a locally owned and operated technology service provider that was established in Grand Rapids, MI in 1980. We proudly serve clients across the United States, while remaining especially focused on our home state of Michigan. Our expertise spans a wide spectrum of technologies and services, ensuring that we deliver exceptional solutions at the highest level of quality. Rooted in principles of excellence and creativity, our culture is dedicated to fostering collaboration, innovation, and inclusivity.

Why Work Here?

“Great, focused, team environment.”

For more than 40 years, K Group Companies has been one of West Michigan’s premier technology providers. From Managed IT services to physical security integration, our team has established itself as a known, trusted advisor to our community.

As a local, 3rd generation family-owned business, we pride ourselves in reliable, intentional, and committed relationships with our customers – and each other!

Whether we are helping customers secure their environment, beating each other at Mario Kart in our Team Zone arcade, or grabbing lunch at our local BBQ restaurant, we delight in collaboration and making a difference as a team. We truly believe that we are better together!

Compensation And Benefits

Competitive base salary based on experience

Bonus and commission programs

Paid Time Off (PTO)

Volunteer Paid Time Off (VTO)

100% employer paid family health insurance premium

100% employer paid disability insurance

100% employer paid dental & vision insurance

401k with Safe Harbor contributions from company annually

Profit sharing opportunities

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