About This Role: The Help Desk team leader serves as a lead role to help drive quality, efficiency, success, and resolution to the customers' needs as they oversee a team of representatives, engineers, and experts. As a key functional leader, this role is expected to contribute to the overall service direction and strategy for the group and is empowered to make sound business decisions relevant to their level of responsibility. Main Duties: Establish performance measures to ensure service levels are met and exceeded. Manage ticket queues and maintain 'Healthy average ticket age'. Serve as an escalation point for customer issues, applying resolution steps and delivering successful case closure and client satisfaction. Develop the capabilities of the helpdesk through key skills growth and talent acquisition. Responsible for maintaining and building the level of expertise required to provide industry-leading service as well as maintaining the appropriate levels of training to support our partner accreditations. Establish productive, professional relationships with key personnel in strategic customer accounts.