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IT Support Team Lead

1 month ago

Baltimore, United States Blue Star Partners, LLC Full time

Job Title: IT Support Team Lead – End User Ops
Location: Baltimore, MD – onsite – local candidates only
Period: 09/15/2024 to 09/15/2025 – potential for extension
Hours/Week: 40 hours
Rate: $85 – $95/hour
Contract Type: W2 only

 
Scope of Services:

The IT Support – End User Ops Lead will be responsible for leading and supporting the local IT team in providing comprehensive IT service desk and deskside support. This role involves overseeing technical end-user support operations, driving service and process improvements, and ensuring high levels of user satisfaction and operational efficiency.

 
Role, Responsibilities, and Deliverables:

  • Lead and support the local IT team in providing IT service desk and deskside support, ensuring efficient and effective technical end-user assistance.
  • Identify opportunities for continuous service and process improvement initiatives related to enhancing the end-user experience.
  • Manage, measure, and report on key performance indicators (KPIs), including user satisfaction and operational service level agreements (SLAs).
  • Coordinate and deliver technical support for long-standing issues impacting the end-user experience, ensuring timely resolution and minimal disruption.
  • Work closely with business teams on escalations, coordinating actions with other IT teams, and providing regular updates to senior leadership.
  • Develop and maintain strong relationships with end-users, stakeholders, and IT teams to facilitate smooth communication and collaboration.
  • Implement best practices for IT support processes, ensuring adherence to industry standards and organizational policies.
  • Provide mentorship and guidance to IT support staff, fostering a culture of continuous learning and professional development.

 
Education & Experience:

  • Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.
  • Minimum of 5 years of experience in IT support, with at least 2 years in a leadership or supervisory role.
  • Extensive experience in providing IT service desk and deskside support, including troubleshooting hardware, software, and network issues.
  • Proven track record of driving service and process improvement initiatives in an IT support environment.
  • Strong understanding of ITIL framework and best practices for IT service management.
  • Excellent communication, interpersonal, and leadership skills, with the ability to work effectively with diverse teams and stakeholders.
  • Proficiency in using IT support tools and systems, such as ticketing systems, remote support tools, and knowledge management systems.
  • Ability to analyze data, generate reports, and present findings to senior leadership.
  • Certification in ITIL, CompTIA A+, or related fields is highly desirable.

 
Skills:

  • Strong leadership and team management abilities
  • Advanced problem-solving and analytical skills
  • Proficiency in IT support tools and systems
  • Excellent communication and interpersonal skills
  • Ability to drive service and process improvement initiatives
  • Strong understanding of ITIL framework and best practices
  • Experience with managing KPIs and SLAs
  • Ability to work effectively under pressure and meet deadlines
  • High level of integrity and professionalism in handling sensitive information