Lead ITS Support Specialist

533208.Lead ITS Support Specialist

GENERAL DESCRIPTION

Under the general direction of the Senior Manager of Client & Field Services, the Lead ITS Support Specialist is responsible for providing advanced technical support for hardware and software services to the Authority. This role requires the ability to independently resolve complex work problems across various areas, including service desk, desktop, peripheral, mobile device, application, and network support. Furthermore, the Lead Support Specialist is accountable for achieving acceptable vulnerability scores, managing inventory purchases, laptop and desktop acquisitions, and evaluating new products to ensure they align with organizational requirements. The Lead Support Specialist will guide the other team members daily, fostering a collaborative environment while encouraging creative and original thinking.

Requires availability for emergency call-in.

SUPERVISES OTHERS: No

Compensation: $75,000 and up based on experience

FLSA STATUS: EXEMPT

ESSENTIAL FUNCTIONS

• Oversee the daily operations of the service desk and desktop teams, ensuring efficient ticket management and resolution.
• Executes and maintains service desk and desktop processes and best practices to enhance user experience.
• Maintains up-to-date documentation of IT processes, procedures, and troubleshooting guides.

• Develop and maintain a knowledge base and Service Catalog within the ITSM tool to empower users and enhance service delivery

• Act as the Change Manager for IT Services, overseeing changes to ensure minimal disruption and maximum efficiency.

• Monitors KPIs and generates reports for leadership review.
• Facilitate training sessions for staff on new technologies and best practices.
• Serve as the primary point of contact for escalated issues and user concerns, while also escalating complex or unresolved issues to the appropriate IT teams for further investigation and resolution to ensure user satisfaction
• Communicate effectively with business stakeholders to understand their needs and expectations.
• Stay current with industry trends, technologies, and best practices in desktop and service desk support.

• Perform remote and in-person troubleshooting using diagnostic techniques to determine the best course of action for resolving user issues.

• Communicate with users on issue status and document all interactions, work, and resolutions in the IT ticketing system for accurate record-keeping

• Regular and reliable attendance is required as an essential function of the position.

• Assists with after-hours on-call support.

This list is not intended to be all-inclusive, and you may not be responsible for every item listed. The Authority reserves the right to assign additional functions and responsibilities as necessary.

REQUIRED FOR ALL HCAA JOBS

• In the event of an emergency or disaster that impacts the Hillsborough County Aviation Authority (HCAA), an employee may be required to respond promptly to duties and responsibilities as assigned by the employee’s department or the HCAA Emergency Operations Center (EOC). Such assignments may be before, during, or after the emergency/disaster.
• Complies with all HCAA Policies, Procedures, and Standards.

QUALIFICATIONS (EDUCATION, EXPERIENCE, LICENSES & CERTIFICATIONS)

• Bachelor’s Degree in Computer Science, Computer Information Systems, Business Administration, Mathematics, or a related field.

• At least Two (2) years in a leadership position.

• At least Five (5) years of information technology experience in user support of desktops, applications, mobile devices, printers, peripherals, and cabling.

• Two (2) or more of the following may be required, CompTIA A , CompTIA Network , CompTIA Security , CompTIA Server , ITIL Foundation, Apple Certified Mac Technician (ACMT), HDI Desktop Support Technician, Cisco Certified Entry Networking Technician (CCENT), Microsoft Azure AZ-900, Microsoft Certified Solutions Associate (MCSA), Microsoft Certified Solutions Expert (MCSE), or Microsoft Certified Professional or equivalent industry certifications

• Or equivalent combination of education, training, and experience.

• Must possess a valid Florida Driver License.

PREFERRED QUALIFICATIONS

• Basic skills in understanding ITIL principles and best practices.

• Basic skills in understanding cybersecurity principles, practices, data protection regulations, and compliance standards.

• Intermediate skill in understanding Incident, Problem, and Change Management.

• Intermediate skill in networking concepts (TCP/IP, VPN, firewalls)

• Advanced skill in the use and application of reference materials to support the resolution of advanced problems.
• Advanced skill in training, mentoring, and guiding team members, ensuring their professional development and enhancing overall team performance.
• Advanced skills in performance management and conflict resolution.
• Advanced skill in analyzing complex issues and utilizing reference materials to effectively solve complex problems.

• Advanced skill in process improvement skills to effectively identify and analyze inefficiencies in support workflows, implementing solutions that enhance operational efficiency and service quality.

• Advanced skill in managing multiple tasks and projects at the same time.

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of standard office practices, procedures, policies, personal computers, operating systems, and related software applications.
• Knowledge of Microsoft Office products.
• Ability to communicate effectively orally and in writing.

• Ability to establish and maintain effective working relationships with others within and outside the Authority.

• Ability to handle restricted, sensitive, and confidential information.

• Ability to provide outstanding customer service, serve the public, and represent the Authority with courtesy and professionalism.

The Hillsborough County Aviation Authority/Tampa International Airport provides equal employment opportunity to all persons, regardless of age, race, religion, color, national origin, sex, political affiliations, marital status, non-disqualifying physical or mental disability, age, sexual orientation, membership, or non-membership in an employee organization, or based on personal favoritism or other non-merit factors.

The Hillsborough County Aviation Authority/Tampa International Airport welcomes and encourages applications from minorities, veterans, and persons with physical and mental disabilities, and will reasonably accommodate the needs of those persons in the application and testing process. The decision to grant reasonable accommodation requests will be made case-by-case.