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User Support Specialist, Team Lead



Job Description

The User Support Specialist, Team Lead is an active leadership role supporting the day-to-day activities of the global Help Desk operations, maintaining service levels, providing customer support, and responding to service escalations. This is a hands-on role that will require the candidate to troubleshoot and resolve incidents alongside the User Support Specialists. This position ensures that all phases of Help Desk support are coordinated, monitored, logged, tracked, and resolved appropriately. The User Support Specialist, Team Lead should be focused on guiding the Help Desk team to provide excellent customer service at all times. In addition, he/she is responsible for ensuring the team is meeting and exceeding expectations in regards to performance, meeting defined incident and service request metrics and service level targets, and that standards and processes are followed to provide effective customer service and quick incident resolution.

Daily technology responsibilities include resolving all issues with printers and scanners, mobile devices, conference room technologies, desktop hardware and workstation based applications. The User Support Specialist, Team Lead provides assistance and advice on telephony technology and oversees coordination and setup of video conference sessions. He/she works with software and hardware vendors’ technical support staff to resolve complex problems when required, thoroughly documents issues and resolutions in the ticket management system, and assists in developing and documenting improvements to current processes.

This individual must establish effective working relationship throughout the organization, within IT, across business units across international offices. The User Support Team Lead must be comfortable in personally speaking with end users regarding their technical requests and take the necessary measures to mitigate and rectify outstanding issues when required. Additionally, he/she is required to create and maintain end user knowledge base articles, instructional user guides, and other instructional materials, as well as documentation for internal operational processes. He/she must be comfortable speaking in front of a group to assist in the assessment and delivery of the firm’s new hire orientation program and other technology presentations as required.

This role will also be required to provide technical assistance after-hours as determined by the on-call schedule.

Additional skills:

  • Windows 7 & 10
  • Microsoft Office Suite, Office 365
  • Mobile iOS and Android devices
  • Antivirus, and endpoint encryption
  • Remote access support
  • Video conference setup and general troubleshooting
  • Excellent problem solving and communication skills
  • Ability to learn quickly in a fast paced environment and deliver advanced technical concepts to a non-technical audience
  • Superior customer service skills a must
  • Proven ability to provide technical oversight to junior team members


BS/BA or equivalent



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