job description
Are you an experienced IT professional with a passion for leadership and operational excellence? Scalable OS is seeking a highly motivated and skilled Team Lead Helpdesk Engineer to join our dynamic, fast-paced team. This is a unique, permanent work-from-home opportunity for candidates who thrive in a night-shift environment.
As our Team Lead, you will be the backbone of our technical support operations. You will not only manage a team of talented helpdesk professionals but also provide high-level technical escalations, ensure adherence to SLAs, and optimize our support workflows. If you are a natural mentor with a deep understanding of IT infrastructure and a commitment to delivering world-class service, we want to hear from you.
At Scalable OS, we value innovation, remote collaboration, and professional growth. This role offers the perfect balance of technical authority and team management, allowing you to shape the standards of our helpdesk support while working from the comfort of your home.
Responsibility
- Lead, mentor, and supervise a team of remote Helpdesk Engineers to ensure high-performance service delivery.
- Manage end-to-end incident lifecycle management, ensuring critical issues are resolved within defined SLA timelines.
- Act as the primary point of technical escalation for complex IT problems and system outages.
- Develop and implement standard operating procedures (SOPs) to streamline helpdesk efficiency and user support.
- Conduct regular performance reviews, team trainings, and quality assurance audits on support tickets.
- Collaborate with cross-functional IT departments to improve infrastructure health and security.
- Prepare performance reports and provide data-driven recommendations to management to enhance operational productivity.
Qualifications
- At least 5 years of experience in IT Helpdesk or Technical Support, with at least 2 years in a leadership or supervisory capacity.
- Solid experience in ITIL frameworks, ticketing systems (e.g., Jira, ServiceNow, Zendesk), and remote troubleshooting tools.
- Strong background in Windows/macOS administration, Active Directory, Office 365, and VPN troubleshooting.
- Proven ability to manage teams in a 100% remote work environment and night shift schedule.
- Excellent communication skills, with a focus on client satisfaction and professional conflict resolution.
- Experience in managing KPIs, including CSAT, First Response Time, and Resolution Rate.
- A bachelor’s degree in Computer Science, Information Technology, or a related field is preferred.