IT Support Team Leader

Job Description

Position Summary

The IT Support Analyst Team Lead is responsible for providing technical support and resolving problems of a moderately complex nature. The Support Analyst Team Lead will work closely with both Level 1 and Level 2 Support to resolve any technical issues that are escalated to them. This includes internal assistance at headquarters, overhead staff that is working remotely or overhead staff that is working out of one of GardaWorld's branches.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Serves as help desk tier 2 support for hardware and software for both remote and onsite users

• Evaluate, prioritize, resolve problems and requests, or escalate to appropriate support areas

• Acts as the front-facing support liaison for technical issues when escalated outside of the support team

• Participates in testing and deployment initiatives and aids in the implementation of new technologies

• Supports a wide variety of network and software applications

• Supports decisions made by IT Management and takes timely independent actions based on project priorities

• Provide coaching, support, and mentoring to the level 1 and level 2 IT Support Analysts on both policies and procedures.

• Manages the team workflow to maximize business and technical efficiencies

• Supervises IT Support Analysts to assign and prioritize staff tasks and projects

• Works with outside vendors for product support/ warranty status

• Builds relationships with multiple teams across all GardaWorld divisions

• Maintains Active Directory and Office 365 user accounts

• Maintains and creates documentation of IT processes

• Performs other duties as assigned

Required Education and Experience

• Bachelor's degree in relevant field required.

• 5+ years of experience as IT Support in a corporate setting required.

• Team leader or management experience required.

Required skills/Qualifications

• Professional, self-motivated, flexible, and able to meet deadlines under a high-volume workload in a fast-paced, constantly changing environment

• Knowledge of a wide range of computer systems, software, applications, hardware, networking, and communications

• Self-starter and demonstrated the ability to prioritize and manage multiple demands

• Ability to work effectively as part of a team and interact with all levels of the organization

• Attention to detail, strong organization, problem solving, and communication skills

• Excellent customer service skills

• Must possess a sense of urgency and ability to react accordingly

• Microsoft Office 365 proficiency is a must

• Ability to maintain strong partnerships with 3rd party vendors

• Analytical with strong problem-solving skills

• Ability to interpret a variety of instructions in written or verbal form

• Previous experience with using an ITSM (ticketing system)

• Positive attitude, ethics, and values which support our company's values, team, environment, and a high-performance culture

• Must successfully pass an extensive background screening which may include criminal record checks (local, state, and federal), drug test, skills assessment test, interviews, and personality profile

• Negative result on pre-employment drug screen

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment.

Physical Demands

The physical demands described here are representative of those, which must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; talk or hear. The employee must occasionally lift or move office products and supplies, up to 50 pounds.

Position Type/Expected Hours of Work

This is a salary/exempt position. Standard days and hours of work are Monday through Friday, 8:00 a.m. to 5:00 p.m. This position may require occasional long hours and weekend work. Participation in an on-call rotation is required.

Qualifications

Education