Help Desk Team Lead

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Help Desk Team Lead
Itasca, IL
Almost as revolutionary as air travel itself is the ability to get online, in air. Gogo has made this technological dream a reality. Not even George Jetson could have seen this coming.
Gogo employees are at the forefront of a revolution. Infusing air travel with a sense of excitement and possibility that hasn’t been seen since the Wright Brothers and the Pan Am air hostess. Simply put, Gogo is redefining the way people fly. We can’t offer you more legroom or silence crying children, but we can keep people connected and entertained for hours.
To be sure, we’re proud of our accomplishments, but our employees are our greatest source of pride. It’s our talented team that defines the thrilling new experiences Gogo will bring to tomorrow’s travelers.
Working at Gogo, you’ll be asked to think outside the box, think next to the box, and even ponder smashing the blasted box. Our team is transformative, dynamic and enthusiastic. If you have even the slightest desire to be part of something this different and innovative, to be inspired daily and applauded like a rock star… give us a call.
The Help Desk Team Lead will demonstrate leadership skills and possess a passion for customer service and delivering results with a sense of urgency. The lead will have the discipline to manage the day-to-day help desk operations and the strong technical skills to provide exceptional support to our customers effectively.
Responsibilities include:
• Monitor the performance of the Help Desk - to achieve customer satisfaction, efficient case resolution and escalation goals thru our Zendesk ticketing solution;
• Mentor help desk team via weekly one-on-one meetings to provide coaching and guidance;
• Monitor incoming requests and provide technical assistance for known issues;
• Coordination and scheduling of help desk staff to ensure optimal coverage;
• Document and publish documentation in our internal Wiki (Confluence);
• Ensure help desk staff ensure timely and of high quality response;
• Collaborate with colleagues across teams to achieve superior customer service;
• Develop skills to become progressively proficient within areas of responsibility.
Qualifications:
• 5 years’ of strong hands-on technical help desk support experience to include:
o Active Directory (Groups, Policies, Security, etc.);
o Handling performance issues in a Windows environment;
o Networking;
o Systems;
o Imaging / Application Deployments.
• Demonstrated leadership, coaching and mentoring experience;
• Proven problem solving and troubleshooting skills;
• Requirement gathering and analysis skills;
• Excellent written and verbal communication skills;
• Self-motivated and insatiable hunger to learn.
Strong Additional Considerations:
• IT help desk management and leadership experience;
• SCCM, Exchange, Attlassian Jira / Confluence, SharePoint skills;
• Certifications in A , Network , MCSE, CCNA;
• Understanding of relational database systems such as MS SQL, My SQL and / or Oracle.
Please visit our website to learn more about Gogo and apply to this amazing opportunity!
Gogo is an equal opportunity employer and works in compliance with both federal and state laws. We are committed to the concept regarding Equal Employment opportunity. Qualified candidates will be considered for employment regardless of race, color, religion, age, sex, national origin, marital status, medical condition or disability.
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