Overview:

The IT Support Lead will work with a team of managed services specialists, administrators, and engineers to deliver excellent support and management of our customers’ environments. They will field issues and requests escalated directly by customer IT personnel, end-users, and monitoring tools. This role will have broad exposure across a range of end-user devices, networks, servers, virtualization, and security platforms. The support lead will be expected to work on issues independently, and when needed, with the assistance of senior subject matter experts on the team. In addition to IT tasks, this role will be responsible for ensuring the other team members are completing tasks correctly and in a timely manner. The ideal candidate will be a self-starter, with an ability to learn quickly and provide exceptional customer service.

Responsibilities:

Leadership:

· Mentor and provide technical guidance to the Service Desk team

· Answer team member questions, help with team member technical problems, and oversee team member work for quality and compliance with team processes and procedures

· Provide quality customer service, including interacting with customers and answering customer inquiries

· Delegate and coordinate tasks within the Service Desk team

· Assist in designing and documenting operational procedures used by the Service Desk team

Operations:

· Triage tickets per specified severity levels

· Refer/ escalate customer issues to the appropriate level of support, as needed

· Provide excellent customer service, staying calm and communicating clearly and professionally in stressful situations

· Respond to automated alerts performing troubleshooting and resolution of issues, as well as proper notifications where required

· Fulfill service requests and remediate incidents using customer Standard Operating Procedures (SOPs)

· Perform account management services – User Account creates/disables/terminations/name changes, etc.

· Use a ticket system to provide regular status updates and make sure tasks are completed based on priority and in compliance with SLAs

· Distribute scheduled reports to customers as required

· Supporting end-users by diagnosing and resolving computer hardware, network, and application issues

· Assist with cross-training of other team members, as needed

· Perform other tasks as assigned by management

Onsite Requirements:

· Must live in the Boston Area

· Must be available to travel onsite every day

· Must have reliable transportation to and from the office

Qualifications Education and Training

· High school diploma required; college degree strongly preferred

· Relevant entry-level certifications preferred, examples include:

· Google IT Support Professional

· CompTIA A , Network , Security

· Microsoft MTA

· ITIL v4 Foundation

Experience

· 3 -5 years in a technical support role

· 1- 2 years in a technical leadership role

· Experience providing customer support

· Experience in 24x7x365 Managed Services preferred

· Experience using ITSM and Monitoring toolsets

Skills

· Highly analytical thinker and troubleshooter

· Detail oriented with excellent documentation and communication skills

· Self-motivated, enthusiastic about technology, with the desire to learn new things

· Ability to use and troubleshoot Microsoft Windows, Office, Office365, and macOS

· Foundational understanding of operating systems and servers, both physical and virtual Experience working with active directory to perform basic tasks, such as user creation and password resets