ITC Worldwide IT Support Lead
3 weeks ago
We are seeking an experienced IT Support Lead to join our team at ITC Worldwide. As a key member of our Technical Service and Support Team, you will oversee the day-to-day operations of our help desk and incoming tickets.
Key Responsibilities- Coordinate administrative and technical workloads for the help desk team, including communicating and enforcing procedures, coordinating training, and providing feedback on quality assurance and customer satisfaction.
- Manage all tickets in ticket queue and calls escalated by Tier 1 Technical Support to ensure they are resolved or followed up on promptly and effectively.
- Provide updates on changing customer requirements and recommend solutions for tablet, laptop, and mobile device issues.
- Perform incident management, strategize efficient workflow, and ensure adequate staffing levels including support for on-call needs and fill-in support from other team members to meet customer needs.
- A minimum of 5 years of experience in a similar role with a focus on IT support and leadership.
- Strong knowledge of IT hardware and software troubleshooting, as well as call tracking and problem management software applications such as Jira Service Management Cloud.
- A proven track record of providing exceptional IT support and possessing excellent communication, problem-solving, and leadership skills.
- Able to analyze data and communicate metrics related to help desk performance.
- Microsoft Certification (AZ-800: Administering Windows Server Hybrid Core Infrastructure; AZ-801: Configuring Windows Server Hybrid Advanced Services)
- Jira Service Management (ACP-120 Jira Administration for Cloud Certification)
- PMP (PMI) certification
- An estimated salary of $80,000 - $110,000 per year, depending on experience.
- A comprehensive benefits package, including medical, dental, and vision insurance, as well as a 401(k) plan.
- The opportunity to work with a talented team of professionals and contribute to the success of our organization.
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