Help Desk Team Lead - Tele-Cloud

(Help Desk) Service Team Lead

Who We Are 

TeleCloud is a regional on-the-ground, hands-on voice systems cloud provider. We’ve delivered seamless, innovative solutions to our clients for 40 years and currently have over 15,000 users and 1,000 businesses using our TeleCloud UCaaS platform. 

At TeleCloud, you will not feel like just a number. As a core values-lead organization, we strive to always be excellent to both our customers and our colleagues. Working with us, you’ll find yourself part of a fast-paced and down-to-earth team where you’ll develop your industry knowledge as you contribute directly to company growth. We like to say, “Our technology is in the Cloud but our People's feet are on the ground.” 
 

Who Are We Looking For? 

A proactive Service Team Lead to oversee our amazing team of Help Desk Service Technicians!  

The Service Team Lead manages the day-to-day efficiency and effectiveness of the services department by working both internally and directly with clients. On the front lines, you will provide clients with individualized troubleshooting, assistance, and solutions to their telecom and IT related issues. Behind the scenes, you will ensure that all help desk related requests are prioritized, responded to, and resolved in a timely fashion. 

Owning the client service experience is critical to our company, and the Service Team Lead plays a crucial role in shaping the face of TeleCloud by embodying our core value, "Service the Customer Above all Else." 
 

Key Responsibilities 

• Oversee and lead the service team through day-to-day Help Desk activities including tracking, updating, escalating, and closing customer requests received through phone, email, SMS, and other team members, using the ticketing software system.  
• Deliver exceptional service when working with clients and provide troubleshooting and general guidance to Level 1 and Level 2 Service Technicians. 
• Participate in a 24x7 on-call rotation to provide timely support for urgent customer issues outside regular business hours, ensuring critical incidents are addressed promptly to maintain service continuity. 
• Analyze, track, and develop solutions to improve key metrics including service desk calls, response times, and customer satisfaction. 
• Review, document, and implement internal processes and system improvements to enhance efficiency and workflow, and ensure best practices are followed. 
• Develop and maintain comprehensive knowledge base articles and instructional videos to support customers and internal teams. 
• Work cross-functionally by acting as the liaison between departments and escalating risks or more complex customer issues to the appropriate team when resolution cannot be achieved. 
• Track cases nearing their SLA limit and ensure agents are responding and reaching resolutions by target dates. 
• Use monitoring tools to proactively assess changes in customer network health and performance and take action if an event occurs. 
• Work with Operations Manager to maintain necessary levels of critical inventory to deliver same day service. 
• Collaborate with project team to actively support new customer onboarding, customer relocations, renovations, and provide continuous support after the onboarding phase is complete. 

Knowledge, Skills, and Experience 

• 5 years’ experience in a Help Desk or Customer Support role with at least 2 years' experience leading a customer support team in the technology sector 
• Experience with UCaaS platforms such as Netsapiens, Broadsoft, Meta, Asterisks, 2600Hz, or others a plus! 
• Deep understanding of network troubleshooting diagnostics and methodologies (ping, traceroute, etc.) 
• Understanding of networking, LAN and WAN principles, routing, subnets, UDP, TCP, IP, jitter, and latency. 
• Experience configuring, deploying, and supporting VoIP phones such as Yealink and Poly a plus 
• Extensive knowledge of customer service best practices and IT support 
• Proven experience creating, documenting, and implementing processes 
• Ability to work from our Morristown, NJ office three days a week 

Extra Credit 

• Bachelor’s degree a plus, but not required 
• Technical Certifications, especially ITIL certification 
• Hands-on experience with Asana 
• Hands-on experience with HubSpot 

Benefits 

• $80,000-$100,000 annual base salary plus quarterly performance bonus 
• Stipend for scheduled on-call rotation shifts outside of regular business hours. 
• Annual Learning Enrichment stipend (for whatever you’d like to learn!) 
• Health, Vision, and Dental insurance with company contribution 
• Company sponsored Short Term Disability and Life Insurance 
• Generous Paid Time Off package 
• 401k with company match 
• ​​​​​​​Opportunity for career growth and development 

Core Competencies 

• Customer Focus - Building strong customer relationships and delivering customer-centric solutions 
• Action Oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm 
• Situational Adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations 
• Directs Work - Providing direction, delegating, and removing obstacles to get work done 
• Optimizes Work Processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement 

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