Help Desk Team Lead

Overview:
**We are designing the grid of the future**

The Helpdesk Team Lead is responsible for overseeing global Help Desk operations, ensuring consistent and efficient delivery of technical support services to employees worldwide. This position is based in Beirut and manages technicians located in North America (primarily the United States and Canada) and other global offices. The Team Lead will supervise daily operations, act as the final escalation point for complex issues, mentor team members, and ensure adherence to IT service management processes and service-level agreements (SLAs).

**Responsibilities**:
**How you can make an impact**:
**Team Leadership and Supervision**

- Oversee day-to-day global Help Desk operations, including ticket queue monitoring and workload distribution.
- Ensure team compliance with established SLAs and internal standards.
- Conduct regular ticket audits for accuracy, completeness, and categorization.

**Technical Escalation and Support**

- Serve as the final escalation point for unresolved or complex technical issues.

**Mentorship and Team Development**

- Provide coaching, training, and performance feedback to Help Desk Technicians (Tier I-III).
- Support professional development and career progression for team members.
- Lead onboarding, knowledge transfer, and continuous skill development initiatives.

**Process Improvement and Documentation**

- Identify workflow gaps and implement process improvements to enhance efficiency.
- Develop and maintain standard operating procedures (SOPs) and technical documentation.
- Ensure alignment with ITIL best practices for incident, request, and change management.

**Collaboration and Reporting**

- Communicate team performance, capacity, and systemic issues to IT leadership.
- Generate and maintain reports and dashboards for ticketing system performance (Jira Service Management).
- Coordinate with leadership on IT projects and initiatives that involve Help Desk support.

Qualifications:
**Bring your passion, here's what’s needed**:**

**Education and Experience**

- Bachelor’s degree in Information Technology, Computer Science, or related field (preferred)
- Minimum 7-10 years of progressive IT support experience, including Tier III responsibilities (required)
- Minimum 2 years of experience in a team lead, supervisory, or mentorship capacity.(required)
- ITIL Foundations v4 certification (preferred)

** Technical Skills**

- Advanced knowledge of Microsoft 365 administration, Active Directory, Intune, Defender, and Azure AD.
- Proficiency with Jira Service Management (or similar ticketing platforms) and Confluence.
- Familiarity with ITIL frameworks and service management processes.
- Scripting or automation experience (PowerShell, Bash) preferred.

** Soft Skills**

- Strong leadership and supervisory skills with the ability to lead a distributed, global team.
- Excellent verbal and written communication skills; ability to interact with diverse stakeholders.
- High level of reliability, accountability, and operational consistency.
- Ability to build team engagement and foster a collaborative work environment.

** Key Performance Indicators (KPIs)**

- SLA compliance rate and ticket resolution metrics.
- Accuracy and quality of escalations.
- Reduction in backlog and reassignment of tickets.
- Positive feedback from peers, leadership, and cross-functional teams.
- Effectiveness of onboarding, mentorship, and documentation initiatives.
- Implementation and success of process improvements.

**Lead the change**

Be a part of an innovative team shaping the grid of the future through advanced energy intelligence. For more than half a century, Electric Power Engineers (EPE) has partnered with power and energy clients across the globe, providing consulting expertise and energy intelligence software solutions for complex engineering and grid modeling challenges. As leaders in the renewables space, we are focused on building a modern, secure, and resilient grid. Join us in making an impact on the communities we serve and the environment in which we live. Together we can transform the future of energy.

**How we support you**:

- Comprehensive Health & Life Insurance: 100% premium coverage for employees, with partial coverage available for eligible dependents.
- Opportunity to work on cutting-edge automation solutions for the power industry.
- Collaborate with a team of experts in software engineering, renewable energy, and grid technologies.
- Flexible hybrid work environment with opportunities for professional growth and innovation.
- EPE is an equal opportunity employer and values diversity in its workforce.

**_
Location_**: This position will be located in Panama City, Panama

**_ Travel_**: Occasional travel may be needed (10% or less)

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EPE is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster, and its supplement are available using the following links: _EEOC is the Law Poster_

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