It Technician, Lead

Job Details
Level
Experienced
Job Location
RSLA - El Segundo, CA
Position Type
Full Time
Salary Range
$125,000.00 - $150,000.00 Salary
Job Category
Information Technology
Description
Job Title:Information Technology (IT) Support Technician, Lead
Reports To: The IT Support Technician, Lead will report to the Client Services Supervisor, Client Services Manager, IT Supervisor/Manager, or equivalent leadership.
Job Overview:
The IT Support Technician, Lead performs duties that include being a reference point for all IT related queries at the user level, responding to user needs in a timely manner and ensuring the optimal running of all systems, among other technical duties. This position is focused on problem-solving using a high level of technical skill.
Team Lead is responsible for the daily supervision of a team that can consist of Associates, Sr. Associates, interns, and consultants across one office or multiple offices.
The Team Lead will act as the point of contact and escalation for the team, agency, clients and associated teams within the client site. Staff supervision, staff development, resource management and service level agreement (SLA) monitoring will be high priorities.
The Team Lead will be responsible for maintaining a high degree of team awareness of projects and issues in your buildings and within the group, morale and culture in parallel with the delivery of outstanding service and reliability. Situation adaptation, crisis management and urgent response skills are key and will go hand-in-hand with the need for a proactive approach and response planning
Overall, this position continuously offers the highest level of service to all client and SPS employees while maintaining a professional image of the company by providing prompt, courteous and efficient service.
Duties and Responsibilities:

• Monitor all assigned queues for ticket routing
• Ensure team is meeting SLA compliance metrics
• Report on SLA performance metrics
• Handle escalations of incidents, requests and tasks as needed
• May be asked to work on incidents and requests; troubleshoot system, application, and hardware issues
• Drive the delivery of IT services
• Develop and maintain productive agency relationships
• Gather regular feedback from agency stakeholders
• Represent client in a positive and agency focused fashion
• Schedule and lead team meetings and functions
• Promote team loyalty and culture
• Provide regular and productive feedback to team members
• Identify training and development opportunities to strengthen and grow skill sets within the team
• Mentor team members
• Strong interpersonal skills with heavy focus on customer service
• Demonstrate sound written, oral and organizational skills
• Document solutions, systems and procedures
• Collaborate with local and remote teams
• Consistently share solutions with peers
• Works effectively as an individual and as part of a team
• Ensure team is contributing to collaboration channels to share information with team members and larger Onsite Tech Support service team
• Ensure team is aware of policies and processes such as incident management and issue escalations
• Timely escalations to operations manager via written or verbal communication
• Comfortable training small and large groups of people on new IT solutions
• Schedule tech coverage for locations
• Ensure team follows time entry procedures
• Track out of office scheduling for team members
• Write performance evaluations and conduct reviews
• Allocate resources to ongoing and limited duration projects
• Manage monitoring and resolution of AV issues for on-site equipment, such as boardroom AV equipment and meeting/event support
• Gather knowledge of technology changes through training, conferences, books, journals, case studies, and perform product evaluations
• Share information gathered with other team members to help them improve
• Must maintain a flexible schedule and be available to work non-standard business hours upon request or as needed
• Must be available via cell phone for issue resolution and assistance after hours
• Local travel between sites may be required

Qualifications and Education Requirements:

• Bachelor's Degree from an accredited university, preferably in Computer Science, Information Systems or equivalent program, or a proven track record of IT experience required
• Basic technical certification in field of expertise (e.g. ACMT, ACSP, ACTC MCP, CNA, CCNA, A+, Network+)
• Experience
• Minimum 5 years IT experience
• Minimum 1 year experience in a Team Lead, Tech Lead or Team Captain capacity
• Experience delivering IT solutions within a corporate and/or enterprise environment
• Experience working in a mixed Mac and Windows environment
• Experience implementing best practice processes and procedures
• Experience working as a lead member of a team
• Knowledge of ITIL best practices required
• ITIL Foundations certification preferred
• Additional Skills
• Experience in the Advertising and/or Marketing industry preferred
• Experience in centrally managed computer environments
• Experience supporting Audio Visual environments not required, but a plus
• Skills helpful but not required - BitLocker, FileVault, Software Distribution Systems (Altiris, JAMF), Adobe Creative Cloud, Service Now, Bomgar, Font Management Systems
• Physical Demands:
• Fine and/or gross motor skills, including the ability to grasp, lift and/or carry or otherwise move equipment on a standard wheeled cart with a load capacity of 60 lbs.
• Ability to walk, bend, kneel, stand, and/or sit for an extended period of time.
• Manual dexterity required for operating office machinery (phone, copy machines, binding equipment, etc.).
• Physically able to talk on the phone and input data simultaneously.
• Ability to lift or move 40 lbs. or greater frequently.
• Specific vision abilities required by this job include close vision, distance vision, ability to adjust focus and ability to match or detect differences between colors, including shades of color and brightness.
• Travel: Local travel may be required up to 25% of the time. Occasional travel to sites outside the local area may be required
  Other Duties:
  This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
  About SPS:
  SPS is an award-winning employer of choice offering outsourcing solutions that leverage Intelligent Automation (Artificial Intelligence & Robotic Process Automation) in more than 22 countries across the globe.
  In North America, our services include Mailroom Management (both physical and digital), Office Services such as Reception, Lobby Concierge and Conference Room Management in addition to Document Processing Services utilizing leading edge technologies. Our clients today are companies in sectors such as banking, insurance, legal, higher education, advertising and other professional services, including many Fortune 500 companies.
  SPS is committed to delivering high caliber outsourcing experience to our clients and offering our employees challenging and exciting career opportunities throughout the North America region and globally. SPS is committed to investing in the professional development of our employees and offers competitive comprehensive benefits and diverse development training programs that lead to building careers.
  At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity and diversity.
  SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by law.