About the Company
Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations Services, and Accenture Song — all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 732,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.
Job Description
We are seeking an experienced and dedicated Online Helpdesk Lead to oversee our support operations for a key client focusing on Netflix Managed Services. In this critical role, you will lead a team of helpdesk technicians, ensuring the delivery of exceptional technical support and customer service. You will be responsible for managing incident resolution, problem escalation, and implementing best practices to optimize our helpdesk services. This role requires a blend of strong leadership, technical proficiency, and a keen understanding of large-scale service delivery environments, particularly within the entertainment or streaming industry context.
Key Responsibilities
- Lead, mentor, and manage a team of helpdesk technicians, fostering a collaborative and high-performance environment.
- Oversee daily helpdesk operations, ensuring all support tickets are logged, prioritized, and resolved efficiently for Netflix Managed Services.
- Act as an escalation point for complex technical issues, providing expert troubleshooting and problem resolution.
- Develop and implement helpdesk processes, procedures, and best practices to enhance service delivery and customer satisfaction.
- Monitor helpdesk performance metrics, prepare reports, and identify areas for continuous improvement.
- Collaborate with other IT teams, including network, infrastructure, and application support, to ensure seamless service delivery.
- Manage incident response and problem management, ensuring minimal disruption to client operations.
- Provide regular training and coaching to team members to enhance their technical skills and customer service capabilities.
- Maintain comprehensive documentation for support procedures, knowledge base articles, and common resolutions.
Required Skills
- Minimum of 4 years of experience in an IT helpdesk or technical support role, with at least 2 years in a lead or supervisory capacity.
- Proven ability to lead and motivate a team of technical professionals.
- Strong technical troubleshooting skills across various operating systems (Windows, macOS), software applications, and network connectivity issues.
- Experience with IT Service Management (ITSM) platforms, such as ServiceNow, Zendesk, or Jira Service Desk.
- Excellent verbal and written communication skills, with a focus on clear and empathetic customer interaction.
- Familiarity with the Netflix ecosystem, streaming technologies, or large-scale enterprise managed services environments.
- Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
- Demonstrated problem-solving capabilities and a proactive approach to issue resolution.
Preferred Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- ITIL Foundation certification.
- Experience working in a managed services provider (MSP) environment.
- Prior experience supporting large enterprise clients with complex IT landscapes.
- Certifications in relevant technologies (e.g., CompTIA A+, Network+, Microsoft Certified Professional).
Perks & Benefits
- Comprehensive health, dental, and vision insurance plans.
- 401(k) retirement savings plan with company match.
- Generous paid time off, including vacation, sick leave, and holidays.
- Opportunities for professional development, training, and career advancement.
- Employee assistance program and wellness initiatives.
- Commuter benefits.
- Flexible spending accounts.
- Life and disability insurance.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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