IT Helpdesk Specialist - Lead

You have an exciting opportunity to join CTI as an IT Helpdesk Specialist. CTI, a leading AV provider for over 30 years, values a fantastic customer experience and places a strong emphasis on its employees. If you are hardworking, friendly, and prioritize excellent customer service, CTI could be the perfect fit for you. The company fosters a collaborative and lively working environment where technology experts come together to apply their skills and passion for technology in providing high-end AV and Conference Solutions to clients. In this role, you will be responsible for leading the day-to-day helpdesk function and ensuring that employees receive friendly, responsive, organized, and dependable IT support. Your primary duties will include taking tickets, answering calls, troubleshooting issues, and overseeing queue health, escalations, and service quality. Additionally, you will play a pivotal role in measuring and enhancing the support experience by tracking metrics like Customer Experience Score (CES) and Mean Time to Resolution (MTTR). Collaborating with different departments to align priorities and improve communication will also be a key aspect of your role. Key Responsibilities: - Lead and reinforce a fantastic support experience through friendly communication, responsiveness, and strong follow-through - Provide hands-on helpdesk support by taking tickets, answering calls, troubleshooting issues, and modeling excellent documentation - Manage the ticket queue by prioritizing work, coordinating coverage, and ensuring escalations are handled and driven to completion - Track and improve key performance metrics such as CES, MTTR, ticket aging, backlog, and recurring issues - Lead cross-department communication and meetings to gather needs, align priorities, and enhance the overall internal support experience - Coach and mentor the team to improve troubleshooting skills, documentation habits, and customer communication - Identify recurring issues and improve processes through documentation, training, and workflow adjustments - Assist with onboarding support as needed, including coordinating with HR and operations for large onboarding days - Perform other tasks as assigned CTI seeks individuals who align with the company culture and are dedicated to providing exceptional support. As an ideal candidate, you should lead by example, possess strong organizational skills, remain calm under pressure, and demonstrate a solutions-focused mindset. You should be comfortable being accountable to metrics, communicate effectively, work independently, and enjoy coaching others to raise the standard of support. Qualifications Required: - 3+ years of experience in an IT helpdesk or customer-facing technical support role (or equivalent experience) - Experience owning ticket triage, prioritization, escalation, and resolution - Experience tracking and improving support performance metrics such as CES and MTTR - Strong verbal and written communication skills with the ability to lead meetings across departments - High school diploma or equivalent Preferred Experience: - Prior experience as a helpdesk lead, senior technician, or service desk coordinator - Experience building helpdesk documentation and onboarding playbooks - Familiarity with IT service management concepts such as SLAs, CSAT/CES, and incident/problem management - Experience with Microsoft 365 and Windows/macOS endpoint support CTI is an equal opportunity employer that values diversity and inclusivity. If you are ready to contribute to a dynamic team and make a difference in providing exceptional IT support, we encourage you to apply. You have an exciting opportunity to join CTI as an IT Helpdesk Specialist. CTI, a leading AV provider for over 30 years, values a fantastic customer experience and places a strong emphasis on its employees. If you are hardworking, friendly, and prioritize excellent customer service, CTI could be the perfect fit for you. The company fosters a collaborative and lively working environment where technology experts come together to apply their skills and passion for technology in providing high-end AV and Conference Solutions to clients. In this role, you will be responsible for leading the day-to-day helpdesk function and ensuring that employees receive friendly, responsive, organized, and dependable IT support. Your primary duties will include taking tickets, answering calls, troubleshooting issues, and overseeing queue health, escalations, and service quality. Additionally, you will play a pivotal role in measuring and enhancing the support experience by tracking metrics like Customer Experience Score (CES) and Mean Time to Resolution (MTTR). Collaborating with different departments to align priorities and improve communication will also be a key aspect of your role. Key Responsibilities: - Lead and reinforce a fantastic support experience through friendly communication, responsiveness, and strong follow-through