FTE Helpdesk Team Leader

Job Description

Company Overview Iron Systems is an innovative, customer-focused provider of custom-built computing infrastructure platforms such as network servers, storage, OEM/ODM appliances, and embedded systems For more than 15 years, customers have trusted us for our innovative problem-solving combined with holistic design, engineering, manufacturing, logistics, and global support services, Report To: Director, GHRI Job Summary We are seeking a proactive and detail-oriented Team Leader to manage and oversee the day-to-day operations of the GHRI-FTEHelpdesk for the USCA (United States and Canada) region This role is pivotal in ensuring service engineer availability, optimizing workforce allocation, handling escalations, and delivering exceptional operational support, Key Responsibilities Team Leadership & Supervision: Lead, mentor, and support a team of helpdesk coordinators and analysts, Monitor performance metrics and ensure SLAs are met for service engineer dispatch and issue resolution, Conduct regular team meetings, performance reviews, and coaching sessions, Operational Management: Oversee daily operations related to workforce scheduling, engineer assignment, and real-time support, Coordinate with regional field teams to ensure engineers are available for scheduled jobs, Proactively address potential scheduling conflicts or resource shortages, Escalation Handling: Act as the first point of escalation for job delays, no-shows, or customer-impacting incidents, Analyse root causes and implement corrective actions to minimize repeat issues, Workforce Optimization: Collaborate with workforce planning teams to balance workload distribution and optimize coverage, Monitor service levels, engineer utilization, and schedule adherence KPIs, Process Improvement: Identify gaps in scheduling, communication, or escalation processes, Recommend and implement improvements to increase efficiency and service quality, Reporting & Analytics: Generate and present reports on team performance, escalation trends, and workforce KPIs, Use data insights to guide decision-making and support business objectives, Key Skills Strong leadership and team management abilities, Excellent communication and interpersonal skills, Analytical and data-driven approach to problem-solving, Proficient in workforce management tools, CRM systems, and Microsoft Excel, Ability to work in a high-pressure, fast-paced environment with shifting priorities, Familiarity with service scheduling, SLAs, and technician dispatch logistics, Nice To Have Experience with Salesforce, ServiceNow, or similar CRM/workforce platforms, Prior experience in the tech or field services industry,