IT Support Team Lead

3 months ago

Fowlerville, United States Asahi Kasei America Full time

The Asahi Kasei Group operates with a commitment of creating for tomorrow. Our business sectors, Material, Homes, and Health Care, contribute to the development of society by anticipating the changing needs of those around the world. We look for candidates that offer a fresh perspective and a variety of skills to help us achieve our commitment. We are currently seeking applications to fill the following job opening: Company: Asahi Kasei America, Inc. Job Description: We are seeking an IT Support Team Lead to join our team This is a hybrid position (commute to one of the office locations below) with fantastic benefits. The primary responsibility of this position is to oversee a team of IT support analysts to ensure that end users are receiving the appropriate assistance in time. This position will also contribute installing, modifying, and making repairs to hardware and software systems and providing technical assistance and training to ensure proper computer operation so that end users can accomplish business tasks. This will include solving incidents reported by users, internal IT colleagues or by system alerts, as well as local project work. All incidents will be tracked in the ServiceNow ticket system. Time will be split between supporting end users and managing IT supporters. Location Any of the US company locations below: * Athens, AL * Glenview, IL * Fowlerville, MI * Charlotte, NC * Concord, NC * Owensboro, KY Responsibilities 50% of your time will be spent supporting end users 50% of the time will be spent managing IT support staff IT Support * Prioritize incoming incidents, requests, problems, and tasks to give realistic and reliable dates to requestor. * Analyze, monitor, and resolve those incidents, requests, problems, and tasks. * Escalate when required to appropriate global group or external vendor/customer. * Track all steps through to final resolution in the ticket system for traceability. * Follow up and confirm provided resolution with requestor. Managing * Assign project and tasks to team members. * Monitor the NA ServiceDesk responsibility, identify problem areas and address findings to enhance quality of service. * Track and analyze trends, generate reports, and present to global team leaders. * Provide/propose ideas to improve ServiceDesk procedures, policies, and tools. Global work * Work globally in teams to provide/establish global standards. * Coordinate local/global IT project tasks with global IT team. * Evaluate resolutions and find ways to prevent future issues (root cause analyze). Business liaison * Act as IT local supporter's supervisor in frequent IT meetings with business or project meetings. * Continuously looking for improvement in IT-related areas to increase business efficiency. Personnel * Manage team of IT support analysts * Monitor performance with regular meetings and discussions * Perform People Planning tasks and conduct reviews biannually * Train and support IT support staff Travel * May be required to travel up to 5-10% to other sites for support and training Qualifications * 3+ Years of end user support experience * 2+ years of management experience is strongly preferred * Associates degree in IT is preferred Required experience * Office 365 Administration * Active Directory * Ticketing system(s) * Remote support tools * Windows operating system * Imaging PC's Preferred Experience * SharePoint Online * Phone Systems * Video Meeting Rooms * Mobile Device Management * Virtual Desktop #LI-MG1 As an equal opportunity employer, Asahi Kasei believes a diverse workforce will provide us with the ability to continuously support the changes in the economy, society, and environment.

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