IT Support Lead at The Judge Group Inc. in Olyphant, Pennsylvania

Job Description:

Location: Olyphant, PA

Salary: $110,000.00 USD Annually - $115,000.00 USD Annually

Description: Our client is currently seeking a IT Support Lead
This position is hybrid in Olyphant, PA - MUST be local


About the Role: We are seeking a proactive and experienced Regional IT Support Lead to oversee IT support operations across multiple locations within the US. This role ensures optimal functioning of IT systems and infrastructure, providing high-quality support to users while aligning with central IT standards, vision, and objectives.


Responsibilities:


Leadership & Management:

• Lead, mentor, and manage a team of IT support professionals across the region.


• Ensure the team meets service level agreements (SLAs) and delivers high-quality support.


• Conduct regular performance evaluations and provide ongoing training and development opportunities to the team.

Technical Support:

• Oversee day-to-day IT support operations, including incident management, service request fulfillment, troubleshooting, user support, and system maintenance.


• Manage regional IT infrastructure.


• Be prepared to work during non-office hours, weekends, and holidays if necessary to keep systems running.


• Coordinate with global IT teams to implement and maintain IT policies, procedures, backup/disaster recovery, and security protocols.

Project Management:

• Manage IT projects and initiatives within the region, ensuring timely and successful delivery.


• Collaborate with cross-functional teams to support business initiatives and technology deployments.

Strategic Planning:

• Develop and implement strategies to improve IT support efficiency and effectiveness within the region.


• Identify and address potential risks and vulnerabilities in the IT infrastructure.

Stakeholder Engagement:

• Serve as the primary escalation point for regional IT support-related issues, working closely with local business managers to understand their needs.

Qualifications:


Education:

• Bachelor's degree in Information Technology, Computer Science, or a related field.

Experience:

• Over 10 years of relevant experience.


• At least 2 years of management experience.

Technical Skills:

• Good knowledge of IT infrastructure, end-user support and devices, O365 product suite, and networking.


• Experience with ITIL or other IT service management frameworks is preferred.

Other Qualifications:

• Professional certifications in ITIL, PMP would be an advantage but are not mandatory.


• Excellent problem-solving, communication, and interpersonal skills.


• Ability to manage multiple tasks simultaneously and prioritize efficiently.

Reporting Line:

• This position reports to the Global IT Support Manager.


• Will have 6 direct reports (IT support team) and 2 indirect reports (network/server admins who functionally report to the Global Infrastructure Manager in Poland).

Current Tools:

• Currently using Sharewell, moving to Ivanti ITSM in the next few months.

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Contact: kmearkle@judge.com


This job and many more are available through The Judge Group. Find us on the web at www.judge.com Apply Now