Information Technology Support Team Lead

1 month ago

Ann Arbor, United States IRIS Software Group Full time

The Vacancy

Purpose of role:

The role of a Team Leader for an IT Service Desk who also handles Major Incident Management is multifaceted and crucial for maintaining the seamless operation of IT services. As a leader, they are responsible for overseeing the day-to-day activities of the service desk team, ensuring that all IT issues and inquiries are resolved promptly and efficiently. Their expertise in Major Incident Management means they are adept at handling high-impact IT disruptions, coordinating with various stakeholders to minimize downtime and mitigate risks. They play a pivotal role in maintaining business continuity, improving customer satisfaction, and driving the overall performance of the IT support team. This role requires a blend of technical acumen, leadership skills, and the ability to make quick, informed decisions during critical situations.

Responsibilities:

-Managing and leading the IT Service Desk team to ensure efficient operation and high-quality service delivery.

-Developing and implementing service desk policies and procedures to streamline operations and improve response times.

-Training and mentoring service desk staff to enhance their skills and knowledge.

-Monitoring service desk performance metrics and setting improvement targets.

-Handling escalated issues and ensuring timely resolution of complex IT problems.

-Coordinating major incident response efforts, including communication with stakeholders and mobilization of resources.

-Conducting regular reviews of incident trends to identify areas for process improvement.

-Maintaining an up-to-date knowledge base to aid in quick resolution of IT issues.

-Ensuring compliance with IT service management best practices and industry standards.

-Managing vendor relationships and overseeing service level agreements.

-Preparing and managing the service desk budget to optimize resource allocation.

-Reporting on service desk performance to senior management and suggesting necessary changes.

-Facilitating continuous professional development of the team through training and certifications.

-Leading by example in providing exceptional customer service and support.

Fostering a culture of continuous improvement and innovation within the service desk team

Qualifications:

-Qualified to A level or similar standard or with relevant industry experience of knowledge.

-A good understanding of Microsoft products is desireable.

-An ITIL qualification to foundation level or ITIL knowledge and experience would be beneficial.

Knowledge and Experience:

-Technically competent with various software programs such as Word, Excel, PowerPoint etc.

-Experience of working in and ideally leading a Service Desk team.

-Experience of achieving operational targets and goals.

-Ability to create, measure and monitor targets.

-Team leadership skills.

-Ability to prioritise team workload to meet targets and objectives.

-Technically competent.

-Operational improvement experience.

-Technical understanding of end user support.

  • Information Technology Support Team Lead

    2 months ago

    ann arbor, United States IRIS Software Group Full time

    The VacancyPurpose of role:The role of a Team Leader for an IT Service Desk who also handles Major Incident Management is multifaceted and crucial for maintaining the seamless operation of IT services. As a leader, they are responsible for overseeing the day-to-day activities of the service desk team, ensuring that all IT issues and inquiries are resolved...

  • Information Technology Support Team Lead

    2 months ago

    Ann Arbor, United States IRIS Software Group Full time

    The VacancyPurpose of role:The role of a Team Leader for an IT Service Desk who also handles Major Incident Management is multifaceted and crucial for maintaining the seamless operation of IT services. As a leader, they are responsible for overseeing the day-to-day activities of the service desk team, ensuring that all IT issues and inquiries are resolved...

  • IT Support Team Lead

    4 weeks ago

    Ann Arbor, Michigan, United States IRIS Software Group Full time

    The IRIS Software Group is seeking a highly skilled and experienced IT Support Team Lead to join our team. As a key member of our IT department, you will be responsible for overseeing the day-to-day activities of our service desk team, ensuring that all IT issues and inquiries are resolved promptly and efficiently.Key Responsibilities:Managing and leading...

  • Healthcare Information Management Associate

    4 weeks ago

    Ann Arbor, Michigan, United States College for Healthcare Information Management Executives Full time

    Job SummaryThe College of Healthcare Information Management Executives (CHIME) is a professional organization for Chief Information Officers and other senior healthcare IT leaders. Our mission is to advance and serve healthcare leaders and the industry, improving health and care globally through the utilization of knowledge and technology.We are seeking a...

  • Information Technology Manager

    1 month ago

    Ann Arbor, United States Insight Global Full time

    Day to Day:Insight Global is seeking an IT Manager to oversee our teams at customer locations. This position plays a critical role in ensuring the seamless delivery of IT support, project coordination, and troubleshooting, while fostering collaboration across various technical groups. The ideal candidate will have strong IT skillsets, logical thinking, and...

  • Information Technology Manager

    1 month ago

    ann arbor, United States Insight Global Full time

    Day to Day:Insight Global is seeking an IT Manager to oversee our teams at customer locations. This position plays a critical role in ensuring the seamless delivery of IT support, project coordination, and troubleshooting, while fostering collaboration across various technical groups. The ideal candidate will have strong IT skillsets, logical thinking, and...

  • Chief Information Officer

    4 weeks ago

    Ann Arbor, Michigan, United States HIRING SOLUTIONS INC Full time

    Job DescriptionThe Chief Information Officer will lead the development of enterprise information technologies, applications, and services to meet the highest level of user expectations. This role requires a blend of technical expertise, administrative experience, and strong communication and leadership skills.Key ResponsibilitiesDevelop and implement a...

  • Chief Information Officer

    4 weeks ago

    Ann Arbor, Michigan, United States HIRING SOLUTIONS INC Full time

    Job Title: Chief Information OfficerJob Summary:The Chief Information Officer (CIO) will be responsible for developing and implementing enterprise information technologies, applications, and services that meet the highest level of user expectations. This role requires a blend of technical expertise, administrative experience, and strong communication and...

  • Software Development Team Lead

    3 weeks ago

    Ann Arbor, Michigan, United States KBR Full time

    Job Summary:KBR is seeking an experienced Program Manager to lead a Software Development Team in a challenging and dynamic environment. The successful candidate will be responsible for ensuring the successful execution of a portfolio of projects, transforming development practices, and pursuing new opportunities.Key Responsibilities:Provide business...

  • Team Lead

    4 weeks ago

    Ann Arbor, Michigan, United States Sweetwaters Coffee & Tea Full time

    Job OpportunitySweetwaters Coffee & Tea is seeking a skilled Team Lead to join our team. As a Team Lead, you will be responsible for leading a team of baristas and ensuring that our high standards of quality and customer service are met.ResponsibilitiesLead a team of baristas to achieve sales and customer satisfaction goals.Ensure that all coffee, tea, and...

  • Chief Information Officer

    3 weeks ago

    Ann Arbor, Michigan, United States Ellucian Full time

    About the OpportunityAt Ellucian, we are seeking a seasoned Chief Information Officer to lead the technology strategy and day-to-day operations at Washtenaw Community College in Ann Arbor, Michigan. As a strategic thought-partner, you will work closely with senior leadership to align technology projects and operations with the institution's mission, vision,...

  • Software Development Team Lead

    4 weeks ago

    Ann Arbor, Michigan, United States KBR Full time

    Job SummaryKBR is seeking an experienced Program Manager to lead a Software Development Team in a challenging and dynamic environment. The successful candidate will be responsible for ensuring the successful execution of a portfolio of projects, transforming development practices, and pursuing new opportunities.Key Responsibilities: Provide business...

  • Software Development Team Lead

    4 weeks ago

    Ann Arbor, Michigan, United States KBR Full time

    Job SummaryKBR is seeking an experienced Program Manager to lead a Software Development Team in a challenging and dynamic environment. The successful candidate will be responsible for ensuring the successful execution of a portfolio of projects, transforming development practices, and pursuing new opportunities.Key Responsibilities Provide business ownership...

  • Strategic Technology Project Manager

    3 weeks ago

    Ann Arbor, Michigan, United States Clarivate Analytics US LLC Full time

    Job SummaryThe Lead Program Manager will be responsible for delivering large cross-functional, strategic technology projects and programs for the PMO team within the Information Technology Services (ITS) organization.A successful candidate will have strong organizational awareness and an entrepreneurial approach as well as an ability to think strategically...

  • Team Lead

    3 weeks ago

    Ann Arbor, Michigan, United States Sweetwaters Coffee & Tea Full time

    Job Title: Team Lead - Coffeehouse OperationsJob Summary:We are seeking a highly motivated and experienced Team Lead to join our team at Sweetwaters Coffee & Tea. As a Team Lead, you will be responsible for leading a team of baristas and ensuring that our coffeehouse operates efficiently and effectively.Responsibilities:Lead a team of baristas to achieve...

  • Catering Team Lead

    3 weeks ago

    Ann Arbor, Michigan, United States The Produce Station Full time

    Job OverviewWe are seeking a highly skilled and motivated Catering Captain to lead our catering team to success. As a key member of our team, you will be responsible for ensuring that events are executed flawlessly from start to finish, including sales, planning, execution on site, and analysis after events.Key Responsibilities:Lead catering events to ensure...

  • Electrical Engineering Team Lead

    3 weeks ago

    Ann Arbor, Michigan, United States Black & Veatch Full time

    Electrical Engineering Team Lead OpportunityWe are seeking a highly skilled Electrical Engineering Team Lead to join our team at Black & Veatch. As a Team Lead, you will be responsible for leading a team of electrical engineers in the design and development of substation projects.Key Responsibilities:Lead a team of electrical engineers in the design and...

  • Linux Engineer

    1 month ago

    Ann Arbor, United States World Wide Technology Full time

    Title: IT/Linux EngineerLocation: Hybrid - Ann Arbor MichiganDuration/Type of Job: 6+ months Job SummaryReporting to the IT Team Lead, you will aid the Information Technology team with providing large-scale, high-volume infrastructure and end-user services in support of large-scale Network, Security and Community services for the higher education and public...

  • IT Support Specialist

    4 weeks ago

    Ann Arbor, Michigan, United States Soar Tech Full time

    About SoarTechWe are a leading provider of advanced AI solutions to the military, and we are seeking a highly skilled IT Support Technician to join our team. Our mission is to solve complex problems and support our warfighters with cutting-edge technology.Job DescriptionThe IT Support Technician will play a critical role in our Information Technology team,...

  • Research Technology Operations Manager

    4 weeks ago

    Ann Arbor, Michigan, United States Merge IT LLC Full time

    Job Summary:We are seeking a highly skilled Research Technology Operations Manager to join our team at Merge IT LLC. The successful candidate will be responsible for developing research technology strategies and plans, collaborating with key stakeholders, and managing multiple projects in a coordinated way.Key Responsibilities:Develop research technology...