**Welcome to Love's!** Our Help Desk is looking for a **Team Lead** to oversee activities of the Technical Staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of participating in all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Helpdesk functions.

**Job Functions:**

+ Participate in monitoring service level agreements between Helpdesk Technicians and end users to ensure problem resolution expectations and timeframes.
+ Observe performance of all technicians’ activities and documented resolutions, identify problem areas, and devise and deliver feedback to management to enhance quality of service and to prevent future problems.
+ Identify training needs and communicate any knowledge and skill gaps.
+ Monitor the processing of incoming calls to the Helpdesk to ensure courteous, timely, and effect...