Team Leader Helpdesk (Internal Hire)

Job Expectations

Position Summary

The Help Desk Team Leader leads the people, performance, and daily operations of the Help Desk Team. This role creates clarity around priorities, removes roadblocks, develops teammates, and ensures clients receive timely, professional, and effective support.

The Team Leader maintains visibility into queue health, team capacity, escalations, client communication, and operational performance. Technical knowledge is important, but success in this role is measured by the performance and growth of the team.

Skill Requirements

The Help Desk Team Leader must demonstrate:

• Strong people leadership, coaching, accountability, and conflict-resolution skills.
• Sound judgment related to ticket priority, client impact, workload, and escalation.
• Clear and professional communication with teammates, clients, and other departments.
• A practical understanding of managed IT support and the ability to guide technical problem-solving.
• Strong organization, follow-through, and comfort using performance data to improve results.

Essential Duties and Responsibilities

• Lead the team: Set clear expectations, conduct regular one-on-ones and team meetings, provide timely feedback, address performance concerns, and support teammate development.
• Manage Help Desk operations: Maintain visibility into queue health, priorities, capacity, aging tickets, and service risks. Ensure work has clear ownership and is progressing toward resolution.
• Protect the client experience: Ensure clients receive clear, timely communication and intervene when service delays, unclear ownership, or frustration put client confidence at risk.
• Coordinate escalations: Remove roadblocks, guide troubleshooting, and engage other teams when additional expertise or resources are needed. Ensure handoffs are clear, documented, and followed through.
• Improve performance: Use operational measures, client feedback, and recurring service patterns to coach teammates and improve workflows, documentation, knowledge sharing, and service practices.
• Collaborate across teams: Work with other Service Delivery leaders to balance resources, clarify ownership, communicate priorities, and improve the overall service experience.
• This is not a comprehensive list of responsibilities associated with the position. Additional tasks may be assigned, and the scope of the position may change as necessitated by business demands.

Measures of Success

Success in this position means:

• Teammates understand their priorities, responsibilities, and performance expectations.
• Clients receive clear communication, reliable follow-through, and effective issue response.
• Tickets have clear ownership and progress efficiently toward resolution.
• Queue health, service performance, and teammate capability improve over time.
• Risks and stalled work are identified before they become significant client escalations.
• Escalations and cross-team handoffs are clear, appropriate, and well-coordinated.
• Recurring issues, preventable rework, and service friction decrease.
• The Team Leader remains focused on leading the team and improving operations rather than becoming the default technician.

Company Expectations

MapleTronics Teammates are committed to living out our core values. Teammates are expected to:

• Demonstrate professional character, attitude, and appearance at all times.
• Aspire to expand their knowledge and skill set.
• Think in ways that seek possibility, call out potential, and do not settle for the easy answer.
• Provide service to all with joy-filled energy.
• Develop and journey toward fulfillment of their own personal and professional mission.
• Hold others within the organization to the same standards expected from them.