Help Desk Team Leader

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

At Acquire Intelligence, our mission is to help businesses work smarter.

We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence. Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe.

If you’re passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.

Advance Your Career — Join us today and be part of a team where your work makes an impact!

WHY JOIN THE A-TEAM?

Come for a career, stay for the fun!

• HMO coverage for you and your family
• Yearly Kick-Off Parties with major giveaways (like the car in 2023)
• Enjoy complimentary breakfast every week to start your day right
• Engage with your team through various activities designed to foster collaboration and fun
• Access professional development opportunities to enhance your career growth
• 900+ promotions given each year
• 2,700+ leadership training courses
  
  

A SNAPSHOT OF YOUR ROLE

As a Team Leader – Help Desk, you will support and supervise a team of help desk professionals in resolving user issues, performing system administration, and ensuring the team delivers high-quality support to internal stakeholders. You’ll manage processes across IBMS, Aquira, and Salesforce platforms while acting as the key liaison for escalations and ensuring smooth operations.

Your Responsibilities Include

• Responding promptly to user queries with appropriate resolution, workaround, or training guidance
• Performing general system administration tasks including user setup and data maintenance
• Troubleshooting and documenting bugs or issues; escalating as needed to Tier 2/3 support
• Tracking support queries and issues in ServiceNow
• Assisting Level 2/3 support with vendor coordination and reporting
• Maintaining occupational health and safety standards and supporting process improvements
• Driving team effectiveness and fostering a high-value outcome culture
• Conducting regular performance reviews, team stand-ups, and retrospectives
• Communicating with stakeholders and ensuring a safe and inclusive workplace
  
  

a Bit About You

You are a proactive and experienced leader who thrives in fast-paced environments. You inspire collaboration and are committed to helping others succeed.

You Bring

• Proven experience in a leadership or supervisory role
• Strong oral and written communication skills
• Solid experience supporting technical platforms and tools
• Exceptional problem-solving and organizational abilities
• Excellent stakeholder and customer service skills
• A keen eye for detail and process improvement
• The ability to manage multiple tasks and meet tight deadlines
• A proactive attitude and ability to thrive in change-driven environments
  
  

What Success Looks Like

• Prompt and effective resolution of support queries
• High team engagement and productivity
• Accurate documentation and tracking of issues
• Strong stakeholder relationships and user satisfaction
  
  

What We Value

We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

• Curious and Clever – Smart questions spark smart solutions
• Entrepreneurial Energy – Think like an owner. Solve like a founder
• Fast with Intent – We move fast and deliver real results
• Laugh and Learn – We don’t take ourselves too seriously, just our results
  
  

What are you waiting for?

Join the A-Team and experience the A-Life!

Join the A-Team and experience the A-Life!