IT Support Team Lead
Thanks for your interest in joining the GroupOne team! We're looking for people who love utilizing their IT skills to help and delight people. If that sounds like you, then read on for the details about this IT Support Team Lead position.
Here's what an IT Support Team Lead does:
Under the general supervision of the IT Services Manager, the Technical Support Team Lead plays a key role in delivering ongoing support and small project implementations for our partner customers. The Technical Support Team Lead provides guidance, instruction, training, and leadership skills to inspire their team to perform at their optimum. The goal of the role is to create a cohesive team that works efficiently together to maximize their collective potential.
- Provide guidance to team for daily operation of the Technical Support Team
- Support the team as needed to achieve daily, weekly, and monthly performance objectives (KPIs)
- Support the team as needed to strengthen knowledge of company systems and processes
- Provides technical guidance, training, and leadership to Level I/II technical support staff
- Functions as the primary “on-the-floor” resource for aiding and assisting the team in product knowledge and operational processes
- Takes calls and works tickets in high call and/or ticket volume situations
- Collaborate with the IT Services Manager to determine internal project requirements, when necessary, and develop work schedules for the team
- Collaborate with the IT Services Manager and Technical Resource Coordinator for Technical Support work assignments
- Lead weekly operations reviews with the technical support team (Stand-Up meetings)
- Work with management to review aggregated team performance and set new goals
- Provide technical escalation support to Level I/II technical support staff and liaison with Level III/IV teams
- Lead by example and support your team members in identifying operational improvement opportunities or risks, galvanizing solutions, and formally presenting to management for review
- Provide feedback and recommendations to Management for Development and maintenance of support policies, standards, and procedures
- Participates in panel interviews for new team member candidates and provides recommendations for selection
- Collaborate with Technical Resource Coordinator to manage effective resource scheduling for ongoing support and projects
- Work with Technical Resource Coordinator to provide support for proper ticket triage and callback scheduling
- Maintains knowledge and understanding of central business management system
- Assists in other duties as needed
Here are the characteristics and skills that an ideal IT Support Team Lead has:
- Characteristics
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Passionate about technology
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Comfortable providing phone support to clients
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Thoughtful and kind while performing customer service duties
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Able to communicate clearly in both writing and speaking
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Willing to work a standard M-F work week (and very occasional nights/weekends)
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Able to adapt and accept challenges in a fast paced, dynamic environment
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Exhibits a positive attitude and be able to fit in well within a strong team
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Able to successfully prioritize service issues based on multiple competing objectives
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Able to accurately track time and services performed during the course of the day
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Behaves in an ethical way, specifically: Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity; Upholds organizational values.
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A proactive self-starter who is goal-oriented and strives for excellence
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Highly dependable, specifically: Follows instructions; Responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with suggestions for an alternate plan.
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Local to the greater Sacramento area
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- General Skills
- Must be able to work after hours and have the flexibility to work when needed to meet the objectives of the team
- Ability to correctly determine the proper course of action by identifying the appropriate resource, process, or escalation needed for safe and efficient resolution to any client issue
- Must be able to positively and effectively respond to a rapidly changing work environment
- Ability to adapt and accept challenges in a fast-paced, dynamic environment
- Demonstrated written and verbal two-way communication skills
- Strong commitment to providing quality service
- Excellent people skills, organizational skills, general business skills, decision making and multi-tasking skills
- Excellent and reliable attendance record
- Experience creating and documenting processes
- Experience with information management
- Technical ability on par with an experienced Support Engineer
- Workstation Skills
- Proficient in deploying, configuring, and troubleshooting workstations to ensure optimal performance and user productivity
- Server Skills
- Advanced File Sharing
- Advanced NTFS Permissions
- Advanced/Enterprise GPO’s
- Advanced Printer Sharing
- Security Groups, SharePoint, Teams, Sites, and Distribution Lists in M365
- Shared mailboxes, resources, and delegate mailboxes
- Email filtering policies
- AD Schema
- Folder Redirection
- VDI implementations
- User, Group, and Computer Objects and Organizational Units
- Virtualization (Type I/II, ESXi, Hyper-V, KVM, Hybrid, AMD-V/Intel VT, Resource allocation, Clustering)
- Server services (Web, Application, Directory, Database, File, Print, Messaging, Mail, RDS, Gateway, DHCP, DNS/WINS, NTP, Clustering, Load Balancing)
- Azure AD Sync
- Networking Skills
- Knowledge and understanding of Design Network topologies (LAN, MAN, WAN, WLAN, SAN, SDWAN, MPLS)
- Connect and verify function of network infrastructure devices (e.g., Firewalls, Routers, Switches, Wireless Access Points)
- Discovery, Assessment, and Reconnaissance (tools, IP scanners, OpenSSL)
- Work with Networking Device config (DSL/Cable Modem / Media Converter, Router/Firewall, L2 Switches, Wireless Access Points, Bridges, WLAN/SDN Controllers)
- Subnet and IP addressing schemes (RFC1918, Classless/Classful, CIDR, NAT/PAT)
- Configure Network services (DHCP, DNS, NTP, etc.)
- Cloud concepts and connectivity options (Public, Private, Hybrid, SaaS, IaaS, DaaS, VPN, Private-direct connection)
- Configure Remote access (Site-to-Site/Client-to-Site VPN, Remote Desktop connection/gateway)
- Proficient in deploying, configuring, and troubleshooting networking equipment to ensure optimal performance and user productivity. (Firewalls, switches, WAPs, etc.)
To be considered for the role of IT Support Team Lead...
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High School diploma or similar required. A bachelor's or associate's degree in Computer Science or Computer Information Systems is a plus
- Five (5) years of experience in Customer Service & Technical Support
- Three to five (3-5) years of experience with the Microsoft suite of services/tools
- Experience leading small teams and/or managing escalations preferred
- Any equivalent combination of education and experience
- Advanced-level Microsoft and CompTIA Certifications are preferred
A few final details about the IT Support Team Lead role:
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Language & Writing Skills: Ability to read, comprehend, and prepare simple to complex instructions, correspondence, reports, and memos. Ability to effectively present information in one-on-one and small group situations to clients and other employees of the organization.
- Mathematical Skills: Strong ability to compute, classify, and record numerical data.
- Reasoning Ability: Ability to apply common sense understanding to carry out detailed and involved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
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Compensation: The compensation for this position is negotiable and has typically been in the range of $35-$45/hr.
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Certificates, Licenses, Registrations: A valid driver’s license, proof of automobile insurance and current registration.
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Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is frequently required to sit, bend, stoop, reach, and carry. The employee is frequently required to stand; walk and use hands. Specific vision abilities required by this job include close and distance vision.
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Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work environment is in a climate controlled office with light to moderate background noise.