Technical Support Lead

BASIC FUNCTIONS: This lead position will supervise and monitor the activities of the corporate technical support staff. The position will also conduct analyses and prepare reports on progress, work trends, and problems. Other duties include evaluating and developing help desk programs and policies and advising support staff concerning administrative procedures, technical problems, and priorities. The role will assist with management decisions and activities and supervise the work efforts of individual contributors.

QUALIFICATIONS:

- 7+ years of Service Desk experience
- BS Engineering/Computer Science or equivalent experience required

TECHNICAL SKILLS:

- Ability to configure workstations/laptops.
- Technical writing documentation/SOP development knowledge.
- Ability to perform complex troubleshooting for IT infrastructure.
- Understanding of operating procedures and when they should be changed/updated.
- Ability to manage system backups.
- Ability to troubleshoot complex operations issues.
- Ability to complete hardware/software installations.
- Ability to troubleshoot complex hardware/software issues.
- Understanding backup procedures.
- Strong skills in setting, communicating, implementing, and achieving business objectives and goals through the direct management of others.
- Strong organization/project planning, time management, and change management skills across multiple functional groups and departments, and strong delegation skills involving prioritizing and reprioritizing projects and managing projects of various size and complexity.
- Strong problem-solving experience involving leading teams in identifying, researching, and coordinating the resources necessary to effectively troubleshoot/diagnose complex project issues; prior success extracting/translating findings into alternatives/solutions; and identifying risks/impacts and schedule adjustments to facilitate management decision-making.
- Strong communication (verbal and written) and customer service skills. Strong interpersonal, communication, and presentation skills applicable to a wide audience including senior and executive management, customers, etc., including diction/terminology and presenting information in a concise and effective manner to clients, management, and various departments using assorted communication mediums.
- Ability to travel less than 25%.

ACCOUNTABILITIES:

- Supervise, monitor, support, troubleshoot, and resolve operating issues, including failures and service level degradation.
- Lead the development of detailed technical documentation and standard operating procedures to perform various responsibilities.
- Identify when operating procedures need to be changed, updated, or developed.
- Triage complex problems, taking corrective action to ensure availability and minimize downtime.
- Maintain record of daily data communication transactions, problems and remedial action taken, and installation activities; audit records of others to ensure consistency of procedures and identify pattern of problems or issues to report out.
- Refer major software problems or defective products to development departments; participate in the resolution/problem identification process.
- Manage the system backups by initiating nightly and weekly backups.
- Under mínimal supervision will monitor, support, troubleshoot, and resolve operating issues, including failures and service level degradation.
- Initiate corrective actions to ensure connectivity and minimize downtime, with the overall goal of ensuring availability of the IT environment to employees and customers.
- Develop detailed technical documentation and standard operating procedures to perform various responsibilities.
- Answer internal or external users’ inquiries regarding computer hardware and software to resolve complex problems.
- Enter commands and observe system functioning to verify correct operations and detect errors.
- Configure and set up workstations and laptops.
- Participate in troubleshooting and quickly arrive at workable solutions.
- Advise others on resolution and solutions in issues.
- Participate in the resolution of end user’s desktop computer issues that may include but not limited to loan hardware, printer troubleshooting and configuration, installing software and/or hardware peripheral, perform daily backup procedures, liaise with third-party software/hardware vendors for problem resolution, and rollout of new software packages, upgrades, and new desktop hardware.
- Provide support and technical setup at some trade shows which includes periodic travel.
- Carry out management responsibilities in accordance with the organization’s policies, procedures, and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving problems.
- Ensure all staff is provided with training and resources n