Overview: In this role, you will be essential in enhancing technical assistance throughout our organization. You'll manage day-to-day activities and guide our support team while ensuring outstanding service for a diverse user base. Your focus will be on maintaining high technical performance and reliability of our systems and services, surpassing industry standards to achieve excellent customer satisfaction. Strong communication skills are vital for this position.
Key Responsibilities:
Team Leadership: Supervise a team of IT support technicians, providing guidance to promote effective performance and quality service.
Training Initiatives: Create and implement training programs to boost the technical and customer service skills of the support staff.
Performance Monitoring: Assess help desk performance metrics to ensure compliance with established service standards.
Process Improvement: Develop and maintain efficient workflows and processes to enhance support operations, including a clear escalation protocol for complex issues.
Issue Resolution: Manage and resolve escalated support requests, ensuring timely solutions for advanced technical challenges.
Technical Assistance: Offer comprehensive support for desktop hardware and software to ensure smooth operations for all staff.
Documentation: Establish and maintain standard operating procedures (SOPs) to ensure consistent and effective support operations.
Reporting Structure: Reports to the Infrastructure and Security Manager
Benefits:
Comprehensive benefits package including health insurance, disability coverage, life insurance, and a matched 401(k)
Paid holidays and vacation time
Performance incentive opportunities
A chance to expand your skills and explore new career paths
Ideal Candidate Profile:
Experience: 3-5 years in IT support, including leadership experience in desktop support or customer service within multi-platform environments.
Education: Bachelor's degree in computer science, information systems, or a related field, or equivalent experience.
Technical Skills: Strong knowledge of desktop environments, networking, and the Microsoft Office suite, with proficiency in Windows and Virtual Server technologies.
Certifications: Preferred certifications in Microsoft and Cisco technologies.
Leadership Experience: Proven ability to manage and mentor support teams effectively.
Communication Skills: Excellent interpersonal skills for interacting with employees at all levels.
Self-Driven: Ability to work independently and efficiently with minimal oversight.
Language Skills: Proficiency in both English and Spanish is a plus.
Commitment to Quality: A strong focus on delivering exceptional service in every interaction.
If you're passionate about leading a dedicated team and enhancing user experiences, we'd love to hear from you!
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, me
