Job Details
Responsibilities-
Team Leadership:
- mentor, and empower a team of support technicians to deliver exceptional customer service.
- a collaborative and results-driven culture, emphasizing continuous improvement and proactive problem-solving.
- that technicians are assigned work based on their specialization, optimizing team efficiency and leveraging individual strengths.
- guidance and support for the team in the escalation of complex issues, facilitating collaboration with higher-level support tiers or specialized teams when necessary.
- clear escalation paths and protocols to ensure timely resolution of escalated issues while maintaining a high standard of customer satisfaction.
Ticket Management:
- implement, and continually optimize robust ticket management processes to ensure efficient and timely resolution of support issues.
- support ticket data, identify patterns, and implement preventive measures to enhance user experience.
- effective ticket routing strategies to assign tasks to the most qualified technicians promptly.
- and enforce prioritization protocols for incoming support tickets, ensuring that critical issues are addressed promptly while maintaining a balance with other workload demands.
System Maintenance:
- coordinate, and execute routine system maintenance activities, including software updates, patches, and security enhancements.
- with stakeholders and infrastructure specialists to schedule maintenance windows, minimizing impact on end-users.
System Lifecyle Management:
- the seamless replacement of end-user endpoints, ensuring minimal disruption and adherence to upgrade schedules.
- the asset management system for accurate tracking of hardware and software assets.
Performance Monitoring:
- and monitor advanced performance metrics to assess system health and identify areas for improvement.
- and implement strategies for optimizing system performance, responsiveness, and user satisfaction.
Configuration Management:
- and maintain comprehensive configuration management processes to track and control changes to the IT infrastructure.
- with the configuration management team to ensure consistency and compliance with established standards.
Change Management:
- with department management to develop, implement, and continually enhance change management processes to assess, document, and control changes in the IT environment.
- thorough evaluation, documentation, and communication of changes to stakeholders, minimizing disruptions.
Vendor Management:
- relationships with external vendors, ensuring timely resolution of support-related issues and maximizing service value.
- vendor performance regularly, negotiate contracts, and identify opportunities for cost savings.
Training and Development:
- regular assessments of the support team's skill sets and develop customized training programs.
- cross-training initiatives to enhance the team's versatility in handling a diverse range of support tasks.
Qualifications:
- degree in Computer Science, Information Technology, or a related field. Master's degree preferred.
- experience (7 years) in IT operations management, demonstrating expertise in support and service desk functions.
- leadership and team management skills, with a track record of fostering a positive and high-performance culture.
- knowledge of IT support processes, ticketing systems (e.g., ServiceDesk Plus, ServiceNow, Jira, etc.), service desk best practices, configuration management, and change management.
- experience with device management tools (e.g., Intune) and comprehensive understanding of change management best practices.
- with automated patch management tools
- communication, interpersonal, and negotiation skills.
- working in a regulated environment and with compliance frameworks such as NIST 800-171 are a plus.
- certifications (e.g., ITIL, HDI) are a plus.
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