Enterprise IT Service Desk Technical Lead

4 weeks ago

Middleton, United States Ultratec Full time

Ultratec, Inc., located on the west side of Madison, is the worldwide leader in developing new technologies for the deaf and hard of hearing population. Today, our equipment is recognized as the standard for excellence in text telecommunications. Ultratec, Inc. is actively seeking an Enterprise IT Service Desk Technical Lead to join our team.

This full-time position offers a competitive starting wage, a full benefits package, and a casual work environment. Absent undue hardship, Ultratec will make reasonable accommodations for religious beliefs and individuals with disabilities.

Ultratec's most recent endeavor, the Captioned Telephone (CapTel), continues to demonstrate how we have revolutionized the industry with cutting edge products that transform the lives of individuals around the world.

Position Summary: The Enterprise IT Service Desk Technical Lead is primarily responsible for providing advanced technical support to our internal users through direct engagement on tickets, service level monitoring, and team mentorship. In this position, you will be part of a dynamic team that ensures smooth operations, resolves complex issues, and maintains high levels of customer satisfaction supporting Ultratec's corporate and platform systems and products.

Schedule: Regular business hours are 8:00am to 5:00pm Monday through Friday onsite. On-call and after-hours responsibilities may be required on a rotating basis.

Essential Functions and Responsibilities: (Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time).

  • Experience in leading a team of Service Desk Technicians (with a proven results driven track record).
  • Ensure calls are monitored and tickets are resolved or updated within service level agreements (SLAs).
  • Investigate and resolve escalated technical issues related to hardware, software, network connectivity, and applications. Collaborate with other IT teams to find solutions promptly.
  • Handle complex incidents, service requests, and problems. Prioritize and manage multiple tasks effectively while adhering to SLAs.
  • Be a leader from a technical knowledge perspective, including ongoing research and development of new processes.
  • Coordinate small project efforts amongst fellow teammates and customers.
  • Act as primary point of contact for the Service Desk when deemed necessary by the Service Desk Supervisor.
  • Dig deep into recurring issues, identify underlying causes, and recommend preventive measures. Document findings and share knowledge with the team.
  • Create and maintain detailed documentation, including troubleshooting guides, FAQs, and knowledge base articles.
  • Work closely with Tier 1 and Tier 2 support teams to ensure seamless issue resolution. Provide guidance and mentorship to junior technicians.
  • Deliver exceptional customer service by actively listening to users, empathizing with their concerns, and ensuring timely follow-up.
  • Propose process enhancements, automation, and efficiency improvements to enhance service delivery.
  • Follow established process and procedures to plan, install, test, and implement computer system hardware or software technologies.
  • Maintain a positive work environment by providing daily support and assistance.

Required Technical Skills:

  • Technical/IS Degree completed or in process, certifications, or equivalent experience.
  • 5-8 years of hands-on Hardware Break/Fix experience highly preferred.
  • Prior experience with companywide Windows desktop deployments.
  • Proven expertise with M365, Windows 10/11, macOS, iOS, printers, copiers, and networking concepts.
  • Strong skills in troubleshooting and repair of workstations and networks.
  • Ability to research solutions and information regarding technical issues.

Required Soft Skills:

  • Ability to coach, mentor individuals and teams to continually raise performance and achieve excellent customer service.
  • Customer service focused individual with the ability to handle customer interactions with diplomacy and tact.
  • Strong problem-solving abilities.
  • Ability to work independently and collaboratively.
  • Customer-centric mindset.
  • Detail-oriented and organized.
  • Excellent interpersonal skills with the ability to gauge the customer's technical ability and communicate with them in an appropriate technical or non-technical language.
  • Ability to handle confidential information in an appropriate manner.
  • Strong people skills - ability to both listen and communicate effectively.
  • Proven leadership skills.
  • Strong organizational skills.

Physical Requirements:

  • Ability to lift and/or carry 15-30 lbs. or more and push and pull carts when necessary.

All qualified applicants will receive considerations for employment without regard to sex, race, color, national origin or ancestry, age, disability, marital status, veteran status, student status, physical appearance, sexual orientation, political beliefs, religion, genetic information, gender identity, a less than honorable discharge from the military, and any other status protected by federal, state or local law and regulations.

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