IT Team Lead
Job Title: IT Team Lead
Duration: 12 Months
Focus and lead on Continual Service Improvement (CSI)
Performance Management of the regional technicians
Interfacing with the customer, including BRMs and Sr Business Leaders, & validating that customer expectations are met or managed
Drive incident resolution
Lead and participate Problem Mgmt./Root Cause Analysis
Regularly lead small, mid and large-scope projects, such as PC refreshes, global site documentation, network migrations & software remediation
Identify trends of recurring issues and manage problems by working with resources (internal and external partners) to achieve a permanent solution
Cross-train, coach and mentor new and existing team members
Create, develop and improve processes, procedures and work-flows
Assist with compiling and presenting regular operational reports
Act as a main point-of-contact with other Managed Service Providers
Regularly act as operational back-up to Program Manager/Director
Accurately and thoroughly log and route incident and request tickets utilizing ITSM tool (ServiceNOW)
Provide exceptional customer service in person, via phone, chat and email
Provide overall End User Computing support. Installs/configures and maintains local site hardware (computer, printer, scanner, desk phone, video-conferencing equipment, etc.), software, and operating systems
Performs L1 through L3 support work (Onsite and Global/Remote)
Provide support for encryption, security/antivirus and Microsoft Office products (Windows 7/10, Office365 and SCCM)
Provide support for Plant Production Software/Hardware & Peripherals
Contribute to the development and refinement of service desk procedures
Develop and maintain knowledge base articles and documentation
Liaise with other Managed-Service-Providers; understand and assist in performing analysis, troubleshooting, and repair of LAN and WAN infrastructure, including on-site servers, WAPs, switches, routers
Participate in regular global operations calls/meetings
Participate in regular Change Management meetings
Lead/participate in regular global team meetings
Provide ad-hoc and scheduled general end-user training and documentation
Participate in scheduled maintenance/power outages
Provide after-hours support as required
Maintain local inventory of equipment, consumables, and other supplies
Encourage, maintain, and develop a professional business relationship with internal and external customers by providing prompt, efficient and professional service at all times.
Knowledge & Skills Requirements:
Minimum of 2-3 years of IT Leadership experience
5+ years of IT support experience preferred, including VIP Support
5+ years of ITSM experience preferred
A degree in Information Technology or equivalent experience/IT certification
CompTIA A+ certification or equivalent experience
Network + certification or equivalent experience
ITIL Foundations experience
Project Management certification or equivalent experience. Ability to engage projects in all phases of the Project Lifecycle (Initiation, Planning, Execution/Control and Closure).
Ability to lead peer-group to create and maintain technical and functional documentation (i.e. ITSM knowledge articles and other centralized documentation repositories).
Active Directory, Office 365, Windows 7/10, and SCCM experience required
Excellent interpersonal and professional communication, both verbal and written
Strong organizational skills, including multi-tasking and time management
Ability to quickly establish good working relationships with customers, including C-Level executives
Demonstrated ability to thrive in a fast-paced, constantly changing environment.
Expert knowledge of computer hardware/software and a basic understanding of supported products
Familiarity with computer networking protocol, Wireless network protocols, TCP/IP and IPSEC VPN configuration.
Critical thinking and creative problem-solving skills
Up-to-date knowledge of the latest IT and software trends
Strong ability to use good judgment, problem-solving, and decision-making skills.
Ability to maintain confidentiality and professional decorum.
Flexibility to extend work hours to cover maintenance/emergency events outside of normal business hours on an as-needed basis
Follow site specific dress code
Occasional travel to remote locations