IT Operations Lead

POSITION RESPONSIBILITIES:

The duties and responsibilities of the IT Operations Lead include but are not limited to the following:

• Lead IT support technician team in day-to-day IT operations, equipment provisioning, user access management, endpoint management and contributing to the overall improvement of the end-user experience.
• Monitor, control, and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
• Monitors and manages ticketing system, assigning tickets to the proper team members as needed.
• Provide end-user support to all staff members, and advice regarding standard applications and best practices as it evolves with the company needs.
• Handle complex technical support cases and escalations from team members.
• Monitor customer interactions to ensure high levels of customer satisfaction.
• Develop and implement strategies to improve customer service quality and efficiency.
• Analyze customer feedback and support data to identify trends and areas for improvement.
• Foster a customer-centric culture within the team.
• Lead support actions with on/offboarding operations of employees include access management
• Device procurement, inventory, and management (Laptops, Desktops, Printers, Cell phones, Desk phones, peripherals and accessories)
• Support Laptops, Desktops, Printers, Cell phones, Desk phones, peripherals, and accessories as well as device imaging (SCCM/Intune/PXE)
• Evaluate and improve support processes, tools, and workflows.
• Develop and maintain documentation for common issues, solutions, and support procedures.
• Develop and maintain ticketing system as it evolves with the company needs
• Maintain On-Call rotation schedule with internal team
• Implement best practices for incident and problem management.

• Manage relationships with 3^rd party vendors where desktop support needs are concerned
• Phone system administration – configure extensions/call routes/reset VM passwords/ec500.
• Understanding of wired/wireless networks and connectivity to end-user devices.
• Windows server administration – Strong Active Directory understanding, print server management, file/folder creation and access management, DHCP and DNS services.

• Ability to translate technical information into understandable terms for a variety of audiences.

• Act as backup to Infrastructure manager as needed.

MINIMUM QUALIFICATIONS:

• 4 years supporting technical infrastructure including hardware, software, PCs, and mobile devices
• Experience with technical infrastructure, networks, databases and systems in relation to IT platform.
• Experience with IT Operations processes (Incident, Event, Problem, Releases, Changes)
• Experience with Microsoft Office applications, in both a cloud based (Office365) and locally installed environment
• Ability to troubleshoot wireless and wired networking issues
• The ability to do routine server and network maintenance
• Knowledge of Service Level Agreements and Operational Levels Agreements

• Ability to organize, prioritize and execute tasks in a high-pressure environment as requested
• Strong written and oral communications skills
• Ability and initiative to learn and research new concepts, ideas, and technologies quickly
• Ability to work in a team-oriented, collaborative environment

PREFERRED QUALIFICATIONS:

• Industry certifications (e.g., CompTIA A , ITIL, Microsoft Certified Professional) are advantageous.
• Manufacturing IT support a plus

VALUES:

• Authentic - To act with trust, respect, integrity, and shared risk
• Courage - To seek ownership and think big, embrace change, and make bold decisions
• Creative - To apply our individual skills to make a difference
• Drive Results - Deliver on our commitments

BUSINESS SYSTEM:

• 80/20 Thinking – prioritization, simplification, and continuous improvement
• Business Planning – enable the “full potential” in the business
• Empowerment – maximize the contribution of our “most valuable asset”
• Paced, Disciplined Execution – accelerate and delver “value” for our investors