Help Desk Lead

Job ID Number

R4868

Employment Type

Full time

Worksite Flexibility

Hybrid

Job Summary

As a Help Desk Lead, you will support end users in application support while overseeing help desk operations and team performance.

Job Description

CAI is seeking a dedicated and experienced Help Desk Lead to oversee our help desk operations, providing support to end users of a Salesforce based application by resolving P1 and P2 tickets and escalating high-level issues to IT. The Help Desk Lead will ensure timely resolution of technical issues reported by end user.  The Lead also trains and mentors Help Desk Analysts, promoting adherence to customer service best practices.  This position will be contract and hybrid in Trenton, NJ. MUST BE LOCAL TO TRENTON, NJ.

What You’ll Do

• Oversee daily help desk operations and team performance

• Prioritize and resolve incoming support requests from end users

• Adress P1 and P2 tickets efficiently

• Escalate tickets above P2 to IT for further action

• Monitor help desk metrics and generate performance reports 

• Ensure high levels of customer satisfaction through effective communication

• Train Help Desk Analysts on processes and tools

• Maintain documentation and a knowledge base for common issues

What You’ll Need

Required:

• Associates degree in Information Technology, Computer Science, or a related field, or equivalent experience.

• 5+ years of relevant experience in help desk or IT support roles in a leadership position

• 5+ years of experience in Incident Management and Escalation Management

• 5+ years of experience in utilizing ticketing systems, preferably Salesforce

• Customer service excellence

• Strong leadership and team management capabilities

• Excellent problem-solving and decision-making skills

• Effective communication and interpersonal skills

• Ability to work in a fast-paced environment and manage multiple tasks simultaneously

Preferred:

• Application support experience, preferably Salesforce-based applications

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards.

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor.

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Reasonable Accommodation Statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to [email protected] or (888) 824 – 8111.

Equal Employment Opportunity Policy Statement

It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.