JOB OVERVIEWThe End User Computing Lead is a result-driven team leader responsible for monitoring and supervising a team of technicians to achieve the organization's objectives. Responsibilities include providing guidance, instruction, training, and leadership skills to inspire the team to perform at their optimum.
This position will lead a team of End User Computing Technicians that resolve and report various computer problems related to network infrastructure including end user support, security upgrades, and maintenance. This is a 2nd tier IT support team for internal employees. It demands strong technical skills and customer service at the highest of levels.
A top-notch team leader should display excellent interpersonal skills to build quality relationships with the team and with customers, be goal-driven, and manage the day-to-day activities of the team efficiently.
KEY RESPONSIBILITIES- Lead a team that delivers front line technical assistance and support related to computer systems, hardware, and software.
- Manage and prioritize the ticket queue for the End User Computing team.
- Support, document, and manage conference room setups and operations at the corporate headquarters.
- Provide on-site technical support at the corporate headquarters as needed.
- Motivate and inspire the team to achieve organizational goals and targets.
- Develop and implement timelines to achieve project milestones and targets.
- Delegate tasks effectively to team members.
- Identify training opportunities and conduct meetings to maximize the team's potential.
- Empower team members with skills to improve their confidence, product knowledge, and communication.
- Contribute to the success and improvement of the iService program.
- Create a positive and inspiring work environment for the team.
- Develop and maintain comprehensive support procedures and prepare end-user documentation.
- Respond to service tickets/calls, troubleshoot, isolate the issue, and determine and implement the most appropriate solution.
- Maintain, support, repair, relocate, recover, upgrade, and deploy hardware as needed.
- Handle HIPAA-sensitive data with utmost care and ensure its safe and secure management.
- Utilize Active Directory for account move/add/change and user creation
QUALIFICATIONSRequired- High school diploma or similar.
- Excellent communication, interpersonal, organizational, verbal/written communication, structured analytical and presentation skills.
- Confidence and skillful negotiating skills.
- Strong organizational skills to give the team direction.
- 3-5 years previous experience leading a team.
- 3-5 years previous technical support experience, providing 1st tier Service Desk or 2nd tier IT Support in a professional environment.
- 3-5 years of experience supporting LAN/WAN, TCP/IP, Active Directory technologies.
- Ability and desire to provide excellent customer service to the user population.
- Working knowledge of Microsoft operating systems and applications *Proficient PC Skills, including but not limited to: Word, Access, Excel, Power Point, E-Mail clients, and Web Browsers.
- Experience with Exchange, Active Directory, Networking, VMWare.
- Proven ability to support customers in a technical environment.
- Willingness to take ownership of problems and follow through to completion.
- Able to promptly answer support related email, phone calls and other electronic communications.
- Self-motivated, detail-oriented, and able to work independently and efficiently to meet deadlines.
- Ability to manage multiple projects simultaneously with minimal supervision.
- Problem solving skills and the ability to exercise sound judgment in any customer service scenario.
- Must have experience troubleshooting PC and Laptop hardware issues.
- Must be able to verbally communicate instructions or other information as required.
- Must be able to exert physical strength and occasionally lift 25 pounds.
- Must be able to bend, turn/twist, kneel, squat 30-40% of each workday.
- Knowledge of connections, wiring and cabling, and network management (including DNS).
Preferred- ITIL certifications are preferred.
Other Requirements- Must be able to always adhere to confidentiality standards and professional boundaries.
- Attention to detail.
- Time Management.
- Ability to remain calm and professional in stressful situations.
- Strong commitment to excellence.
- Quick-thinking and astute decision-making skills.
- Effective problem-solving and conflict resolution.
- Excellent organization and communication skills.
- Demonstrated analytical and problem-solving skills.
- Ability to work in a project-based team environment with minimal supervision.
- Must be able to handle multiple tasks at one time, in a fast-paced office environment handling multiple demands.
Ability to meet deadlines and reprioritize work to meet changing requirements. - Strong organization and time management skills.
- Customer focused with dedication to customer satisfaction.
- Able to communicate effectively to people at all levels of the organization.
Physical Requirements- Must be able to lift equipment from 15 to 25 pounds.
Age- Must be 18 years or older
Language- Must be able to speak, write, read, and understand English
Work Environment- Performs duties in an office environment during agency operating hours.
- Must be able to function in a wide variety of environments which may involve exposure to allergens and other various conditions.
OTHER DUTIES- Please note 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.
TOTAL REWARDS- Comprehensive medical, dental, and vision coverage; a 401(k) matching program; and an Employee Stock Purchase Plan (ESPP)
- Career Path: Opportunities for advancement
