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Director - IT Support

Expired Job

Perspective Talent Atlanta , GA 30319

Posted 2 months ago

Director-
IT Support

Type:
Full Time Direct Hire

US Citizen, Permanent Resident, and
TN1 Visa Only


p>Salary: up to $100k/yr

Location: Lenox Park area of Atlanta

Director- IT Support Summary

The Director, IT Support Team is responsible for providing superior internal customer service. The position provides direction to the IT team responsible for answering internal customer needs in a timely, efficient and knowledgeable manner; manages reported issues for technology users, and ensures proper resolution and high user satisfaction; works collaboratively with the IT department and the organization as a whole.

Director- IT Support Responsibilities

Team Lead

  • Maintain a positive, approachable style.
  • Ability to multitask and adapt to changing priorities.
  • Provides direction to IT Support team members to ensure requests are addressed in a timely, efficient, and knowledgeable manner; acts as first escalation point for all users ticket requests.
  • Establishes procedures and processes supporting organizational and departmental standards, and strategic initiatives.
  • Identifies needed system and workflow improvements to enhance efficiency.
  • Identifies requests for new technology and raises them up to the VP and IT Implementation Team.
  • Manage infrastructure related projects using our Project Management processes.
  • Is the central point of communication for ticket updates and for third party and user feedback.
  • Ensure all IT policies are followed and respected, escalating as necessary.

Customer Service

  • Serves as a liaison for the organization at large and the IT Customer Support team.
  • Evaluates the key relationships and dependencies with business functions / groups.
  • Ensures timely, clear communication ticket status, scheduled maintenance, etc.

Workflow Management

  • Oversee and assign all IT support requests.
  • Manage daily workflow for all IT help desk tickets using JIRA.
  • Collaboratively facilitate seamless, timely, and efficient Help Desk request completion and user acceptance.
  • Set workflow process, and ticket priorities.
  • Ensure Ticket SLAs are met or ensure requestors expectations are reset.
  • Manage escalations to vendors as needed.

Documentation

  • Provide management reports related but not limited to nature of tickets, volume of requests, ticket status, time to close, etc.
  • Develop and maintain a FAQ utilizing SMEs from throughout the organization.

Process

  • Recognize, recommend, and enact changes to support procedures and user guidance.
  • Identify methods to optimize ticket workflow, process, and collaboration.
  • Work collaboratively to ensure requests for new functionality are documented and handed over to the IT Implementation Team.

Software Support

  • Assist users with IT supported software programs including off the shelf (Microsoft Office and Windows), Software as a Service (SaaS), and proprietary programs.
  • Manage infrastructure projects to deliver best fit desktop tools and network improvements.

Hardware support

  • Manage configuration, updating, and maintenance of all IT managed equipment, including wireless devices.
  • Maintain IT equipment inventory.

Training

  • Develop and conduct end user application training.
  • Build, maintain, and promote a training material library.
  • Lead the IT liaisons providing technical expertise and evangelizing the IT roadmap.

Director- IT Support Qualifications

  • Minimum 5 years experience with Windows operating systems and Applications including Microsoft Office.
  • 3-5 years managing technical support staff.
  • Proven experience providing PC hardware support
  • Understanding of Networking and Cloud environments
  • Proven expertise in software troubleshooting
  • Experience supporting JIRA/Confluence
  • Excellent interpersonal, listening, and communication skills.
  • Bachelors degree in Information Systems, Computer Science or closely related field

Excellent Benefits

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Director - IT Support

Expired Job

Perspective Talent