It Support Team Lead

SUMMARY

​This position oversees the daily ticket handling in the IT Support team, to ensure a consistent approach in workflow and to ensure SLA’s are being met.

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ESSENTIAL DUTIES AND RESPONSIBILITIES

• Assess and evaluate performance of subordinates.
• ​Implementation of accountable measures to ensure process and procedure are followed.
• Ensures SLA’s are being met.
• Handle prioritization of tickets and monitoring queues.
• Handle end-user escalation.
• Lead the implementation of hardware and software deployments.
• Provide team with proper training, coaching and mentoring.
• Monitor and assign appropriate resources to projects.
• Work effectively without direct supervision.
• Evaluate process improvements along with new technologies.
• Manage customer expectations and identifying opportunities for quality improvement.
• Oversight of equipment inventory.
• Assist with boxing and shipping of equipment.
• Assist with knowledge gathering and creating problem solving procedures.
• Install and teardown IT equipment as needed onsite and at our Distribution Centers.
• Work effectively across all levels of IT to find solutions and build relationships.
• Travel to D&H warehouse locations.
• ​Assess and provide input to IT Support Supervisor on performance of IT Support.
• Oversee the implementation of technology for continued improvement.

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KNOWLEDGE, SKILLS and/or ABILITIES

To perform this job successfully, an individual must have an understanding of Windows server functionality and concepts of directory services. This individual should possess the server administration knowledge of authentication and authorization regarding user access controls. The requirements listed below are representative of the knowledge, skill, and/or ability required.​

• Customer service background preferred.
• Ability to work independently with little supervision.
• Possess proficiency in MS Office applications.
• Ability to multi-task in high paced environment.
• Effective verbal and written communications.
• Ability to recognize and escalate impactful issues.
• Ability to develop members of the Support Team to enhance their careers.
• Ability to develop and report on key performance indicators.
• Ability to identify and define process improvements.
• Ability to communicate effectively across the entire IT structure.

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EDUCATION and/or EXPERIENCE

• Bachelor’s Degree in related field with three plus years of experience in IT Support environments or an Associate’s degree and five plus years of experience in IT Support environments.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Application Question(s):

• Are you legally authorized to work in the United States without sponsorship?
• What salary range are you seeking?
• How many years of IT support experience do you have?
• Have you held a lead IT role in the past?

Ability to Relocate:

• Harrisburg, PA 17112: Relocate before starting work (Required)

Work Location: In person