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  1. Jobstinger
  2. Georgia
  3. Atlanta
  4. Technical support
  5. Team Leader Sr.
  • ID
    #32196222
  • Job type
    Contract
  • Salary
    Market
  • Source
    Stefanini
  • Date
    2022-01-20
  • Deadline
    2022-03-21

Team Leader Sr.

 Georgia, Atlanta, 30301 Atlanta USA
 
Contract

Vacancy expired!

Stefanini Group is hiring for an Sr. IT Team Lead in Atlanta, GA!

Exciting opportunity awaits! Let us help you get started. Call Mardie de la Cruz - /

The Desktop Support Team Lead will lead a team that provides Level 1 and Level 2 IT End User support to CPK/HEM and JMH"s offices and remote users. The Desktop Support Team Lead is responsible for the day-to-day administration, support, and constant improvement of the end user support infrastructures for CPK/HEM and JMH and remote employee base. This position is a working Lead that will help with coordination, oversight, and support of a team of Junior and Senior Desktop Support specialists, which includes but is not limited to, assigning tasks, training, evaluating work, monitoring attendance, and assisting with performance reviews. Serve as a subject matter expert and escalation point for team.

Job Context & Major TasksOversee the end-user support and customer service experience for all hardware, software, and business applications service calls being performed by the team and assist in successful closure of end-user issues.Become a subject matter expert in all technology (hardware/software) that is used by the business and act as an IT escalation point for junior members of the team.Serve as liaison to other groups within IT through established escalation processes and operating procedures.Understand the overall business flow, supported application systems and its interface with end-users.Manage and delegate responsibilities of key projects and initiatives assigned to ensure all aspects of the projects are completed successfully. AccountabilityProvide day to day leadership and coordination to the Atlanta IT End User Support staff.Coordinate and performs general preventative maintenance and remedial repairs on computers, laptops, printers and other related equipment (mobile devices, Conference room Audio and Video for example but not limited to); and installs, upgrades, supports and trouble-shoots equipment and Windows 10/applications.Manage after hour support for helpdesk and desktop support function. Manage and provide Executive-level IT support team and provide high urgency, best in class, end-to-end, concierge/white glove technical on-site, and remote support to C-level executives. Acts as Level 2 support for software/hardware related inquiries.Escalates IT issues that are not resolved via regularly identified support channels.Acts as an interface between client, business, and corporate IT teams Manages End User Experience site-specific projectsEnsures team"s adherence to the CPK/HEM and JMH Global IT policies and procedures. On-board and train new hires to client site and policies and procedures Monitor ITSM tools (Ticket Queues) and distribute tasks as necessary (Queue Management).Resolve escalation of high priority or complex issues, senior management requests, and periodic special requests for support (i.e. IT support at internal events, conferences, offsite meetings)Monitor IT Service Desk performance via management of internal Service Level Agreements (SLAs) and customer satisfaction metrics, reporting periodically to managementEnsure IT Service Desk processes and procedures are documented, understood, and executed effectively by the team; and ensure adequate knowledge / coverage for all areas of support is maintainedCoordinate deployment of end user technology projects (i.e. client software upgrades, Office 365 application rollouts, PC version updates, user experience enhancements) Oversee the management of hardware and software inventory.Create / Maintain / Update support documentation and team websites.Perform backup responsibilities to team members while they are out of the office or unavailable.

Bachelor"s or Associate degree in Computer Science or related field or equivalent work experience. Minimum 5 years of experience in an IT Support related role. 5 Years of experience managing an IT Support Team (preferred). Extensive experience with desktop hardware, software applications, operating systems and network connectivity is required.Adept at working with executives and c-suite in an IT support capacity.Adept in handling, overseeing, and escalating Service Desk requests and working with end-users to resolve internal issuesExperience working within and supervising a Service Desk team of 3 or more peopleAdvanced Windows Desktop OS knowledgeExtensive knowledge of Active Directory, Network Essentials, SCCM and Office 2016, VoIP systemsAdvanced understanding of mobile and tablet device troubleshooting and configuration skills (iOS and Android)Excellent knowledge of Microsoft Office productivity programsBasis experience supporting Audio and Video conferencing technologies.Excellent communication skills with the ability to understand and converse in English.Excellent customer service, interpersonal skills, telephone etiquette, time management, and problem-solving skillsExcellent teamwork and collaborative skillsExtensive knowledge of service desk applications and associated operationsWorking knowledge and experience with Service Desk processes and Service Level AgreementsWorking knowledge of IT infrastructure, operational and business application concepts

Desired SkillsDemonstrate commitment and ability to provide exceptional service to internal Clients, at all levels.Ability to travel globally 5%-10% of timeAbility to work remotely and provide support via phone if neededAbility to lift and haul equipment up to 50 lbs. and crawl under workstations to install and maintain equipment Who we areStefanini is a full service global provider of offshore, onshore and nearshore IT services, including application development and outsourcing services, IT infrastructure outsourcing (help desk support and desktop services), systems integration, consulting and strategic staffing to Fortune 1000 enterprises around the world. We have over 25,000 employees across 77 offices in 41 countries across the Americas, Europe, Africa, Australia, and Asia.

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