Job description

Description CarShield is seeking a Help Desk Team Lead to join its growing IT team. In this role, you will oversee day-to-day support operations, guide a team of help desk technicians, and ensure timely resolution of technical issues across the organization. A successful candidate will bring strong troubleshooting skills, leadership experience, and a commitment to delivering exceptional service in a fast-paced, customer-focused environment. Why Work with CarShield? • Competitive pay, with most positions offering performance bonuses! • Excellent medical coverage with employer cost sharing. • 401k with employer match. • Fitness facilities and on-staff personal trainer and fitness classes. • Laid-back, but highly driven, work environment with the best team in town. Responsibilities • Provide day-to-day supervision and support to help desk staff, ensuring timely resolution of technical issues. • Serve as the primary escalation point for complex or high-priority support tickets. • Monitor help desk ticketing system for performance, trends, and SLA compliance. • Assist in developing and maintaining help desk procedures, documentation, and training materials. • Coordinate with other IT teams and departments to ensure effective issue resolution and service delivery. • Train, mentor, and coach help desk team members to improve technical skills and customer service. • Generate and analyze reports on support activity to identify areas for improvement. • Lead team meetings and communicate updates, goals, and expectations. • Support onboarding/offboarding processes including hardware/software provisioning and access management. • Recommend and implement improvements to enhance support efficiency and user satisfaction. Pay Rate And Benefits • Salary commensurate with experience. • Group Insurance (Medical, Dental, Vision, Life, etc.). • 401k with Employer Match. • Discounted CarShield policies. • Discounted Tuition at Lindenwood University. • Professional development opportunities. • Basketball, and other recreation available on-site. • Fitness facilities, with the option to take classes led by on-staff personal trainer (at St. Peters headquarters). • And more! Requirements Requirements • Minimum 3 years of experience in a help desk or IT support role. • Prior experience in a team lead, supervisory, or mentorship capacity strongly preferred. • Strong knowledge of Windows and macOS operating systems, Microsoft 365, and common enterprise software. • Experience with ticketing systems (e.g., Jira, ServiceNow, Zendesk, Freshservice). • Excellent problem-solving, troubleshooting, and decision-making skills. • Strong communication and interpersonal skills with a customer-focused mindset. • Ability to manage and prioritize multiple tasks in a fast-paced environment. • Familiarity with ITIL practices and service management concepts is a plus. • Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred (or equivalent experience). • Certifications such as CompTIA A+, ITIL Foundation, or Microsoft certifications are a plus. • Experience supporting or servicing a call center environment (e.g., end-user support, telephony systems, agent tools) is a plus.

Requirements