Payroll Desktop Support Team Lead

Salary depends on experience
Posted on 11/13/17
5 - 7 years experience
Financial Services
Salary depends on experience
Posted on 11/13/17

Summary:

The Payroll Desktop Support Lead is responsible for ensuring that Heartland Payroll Desktop Support team member’s deliver IT services to our customers according to identified objectives and agreed service levels. The Payroll Desktop Support Lead will need to have a strong customer service ethos, and be capable of interacting with both users and management to drive a customer focused technical support to the end-user community supporting associated workstations, laptops, operating systems, software, hardware, and peripherals. The incumbent must be detailed oriented, capable of investigating escalated incidents and requests, communicate professionally in a timely manner, with the ability to adapt and learn new skills quickly.

Job Details:

Position Purpose

The Payroll Desktop Support Lead is responsible for ensuring that Heartland Payroll Desktop Support team member’s deliver IT services to our customers according to identified objectives and agreed service levels.  The Payroll Desktop Support Lead will need to have a strong customer service ethos, and be capable of interacting with both users and management to drive a customer focused technical support to the end-user community supporting associated workstations, laptops, operating systems, software, hardware, and peripherals. The incumbent must be detailed oriented, capable of investigating escalated incidents and requests, communicate professionally in a timely manner, with the ability to adapt and learn new skills quickly.

Key Responsibilities

  • Provide leadership to the Payroll Desktop Support team to ensure proper levels of customer service are continuously delivered, and ensure maximum engagement of the Payroll Desktop Support Team.
  • Ensure the incident and request management procedures are adhered to by monitoring metrics, providing training and coaching the Payroll Desktop Support team.
  • Lead the Payroll Desktop Support team call management processes to ensure call coverage during operation hours, and associated call center key performance indicators are maintained at optimal levels.
  • Maximize use of the current IT Service Management tools to accurately identify each incident, request, problem, change, or asset record while ensuring accurate documentation is entered for each record.
  • Participate in call handling and ticket overflow at identified thresholds.
  • Diagnose, triage, and escalate incidents and requests to appropriate tier 3 and tier 4 assignee and/or team. Respond to incidents, requests for service, and questions within required response times.
  • Provide on-site and remote technical support using tools for standard configurations of workstations, laptops, operating systems, software, hardware, printers, and peripherals.
  • Provide first and second level technical support, which includes centralized incident and request handling for customers with a focus on first call resolution; use best practice for incident management including detailed ticket documentation, and application of analytical skills to identify root cause and quickly determine the resolution. 
  • Responsible for configuring, provisioning and supporting various mobile devices and mobile device platforms.
  • Assist in system upgrades and maintenance, including, but not limited to, add and/or remove memory, hard drives, video cards and power supplies.
  • Deploy software and system images for multiple OS and hardware standards.
  • Research issues as assigned to determine the background, current state, identify root cause or known error and identify escalation team as requested.
  • Identify and prioritize tasks and assignments as needed for the Payroll Desktop Support team.
  • Drive optimization of the knowledge management tools to enable quick resolution for known errors, configurations, and common issues.
  • Responsible for preparing weekly/monthly reporting on IT Service Delivery metrics, key performance indicators.
  • Lead meetings and calls as directed to ensure service level objectives are being met while providing leadership for IT service operations functional teams.
  • Manage the Payroll Desktop Support team schedule to ensure coverage during hours of operations, and designate after hours responsibility as needed.
  • Assist in recruiting, screening, and interviewing Payroll Desktop Support candidates as directed.
  • Work closely with all IT Services groups including: Messaging, Voice and Conferencing, Collaboration, Infrastructure, Network, Desktop Engineering, and IT Security Operations to ensure that Heartland security policies are followed by Service Desk supported employees.
  • Drive continual improvement using metrics and data to coach or train the Service Desk team members.
  • Follow Global Payments company policies, procedures and standards, as aligned.
  • Performs otherresponsibilitiesassociated with this position as may be appropriate and assigned.
  • Follow personnel and department policies and procedures as outlined in the Employee Handbook and coordinate issues as needed through the Human Resources department.
  • Travel to remote office locations as directed.

Qualifications

Preferred Education/Certification:             

  • Degree in computer science or related field preferred, or equivalent work experience.
  • At least one certification is preferred in CompTIA, Microsoft or Cisco.
  • ITIL Foundation.

Experience Required:

  • 5years practical experience in an IT Support role or combination of work experience and education.
  • Proven team player with outstanding interpersonal and communication (written & oral) skills.
  • Experience of cross functional working and cultural sensitivity.
  • Experienceworking with multiple operating systems and hardware platforms, including, but not limited to PC and MAC.

Skills/Abilities:                                  

  • Ability to manage multiple issues at one time with exceptional follow through.
  • Exhibits an energetic attitude that promotes teamwork, integrity, and results.
  • An aptitude for identifying, analyzing, and resolving common technical issues, questions and problems that occur in workstations, mobile devices, operating systems, software, hardware, and peripherals.
  • Written and oral communication skills appropriate for the position, including the ability to speak well in basic professional situations (may include communication via telephone or in person). 

                                               

Physical Requirements and Working Conditions

  • Physical Requirements:        Those required in a typical office environment including sitting most of the time, finger dexterity for computer and paper work, talking to convey detailed or important instructions, average hearing for normal conversations, and average visual acuity.  Lifting and maneuvering of supplies, materials, or equipment weighing up to 50 pounds.
  • Working Conditions:              No hazardous or significantly unpleasant conditions.
  • Travel Requirements:            Up to 10%

R2305

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