Help Desk Team Lead

  • American Health Network
  • 10689 N. Pennsylvania Street Indianapolis Indiana 46280 United States
  • Jan 14, 2019

Job Description


The Help Desk Team Lead serves as initial point of contact for reporting technical issues, questions, or problems regarding software, hardware, installations, and upgrades of computers.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Works with Field Services Manager in planning and scheduling for support coverage.
  • Provides input to Field Services Manager in regards to staffing and resource requirements based on actual performance.
  • Provides input to Field Services Manager in regard to staff performance for performance evaluations.
  • Performs incident ticket quality assurance.
  • Provides input to Field Services Manager in the development of staff training plans.
  • Provides input to Field Services Manager regarding continuous improvement opportunities.
  • Monitors queues, email and web ticket queues and manages and allocates staff resources to ensure a timely response to the end user. 


  • High school diploma or general education degree (GED); and one year of related experience and/or training; or equivalent combination of education and experience. Associate’s degree or certificate program preferred.
  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
  • Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
  • Ability to deal with problems involving several concrete variables in standardized situations.
  • Knowledge of Internet software, spreadsheet software, and word processing software.