Lead Tools Support Engineer

4 days ago

Coppell, Texas, United States Genesis Aspire Partners Full time
Job Overview

The Lead Tools Support Engineer plays a pivotal role in ensuring the efficient functioning and maintenance of essential tools that support different teams and functions across the organization.

Key Responsibilities
  • Technical Leadership: Lead the tools support team in providing technical assistance and guidance to users experiencing difficulties with tools and applications.
  • Performance Optimization: Develop and implement strategies to optimize the performance and usability of tools and systems.
  • Collaboration and Communication: Collaborate with cross-functional teams to identify, troubleshoot, and resolve tool-related issues.
  • Documentation and Knowledge Management: Create and maintain documentation for tools, including user guides, troubleshooting procedures, and best practices.
  • Support Request Management: Manage and prioritize incoming support requests, ensuring timely resolution and clear communication with users.
  • Tool Evaluation and Implementation: Conduct regular reviews of existing tools and systems to identify areas for improvement and enhancement.
  • Vendor and Stakeholder Management: Coordinate with vendors and internal stakeholders to evaluate, procure, and integrate new tools and technologies.
  • Implementation and Deployment: Lead the implementation of tool upgrades, patches, and enhancements, ensuring minimal disruption to operations.
  • Training and Development: Provide training and mentorship to team members, fostering a culture of continuous learning and development.
  • Quality Assurance: Participate in the testing and validation of new tools and system functionalities before deployment.
  • Strategic Planning: Contribute to the strategic planning and roadmap for the evolution of tools and systems within the organization.
  • Industry Trends and Best Practices: Stay current with industry trends and best practices in tools and software support to drive innovation and efficiency.
  • Security and Compliance: Ensure compliance with security and data privacy requirements in the management of tools and systems.
  • Escalation and Resolution: Act as a point of escalation for complex technical issues and coordinate resolution with internal and external teams.
  • Process Improvement: Proactively identify opportunities to automate and streamline tools support processes and workflows.
Requirements
  • Education: Bachelor's degree in Computer Science, Information Technology, or related field.
  • Experience: Proven experience in a technical support or systems administration role, with a focus on tools and applications.
  • Leadership and Team Management: Demonstrated leadership and team management experience, including coaching and performance management.
  • Technical Skills: In-depth knowledge of scripting languages and automation tools for managing and supporting software systems.
  • Service Management: Strong understanding of ITIL or other service management frameworks.
  • Problem-Solving and Communication: Ability to analyze complex technical issues and provide innovative solutions in a fast-paced environment.
  • Interpersonal and Communication Skills: Excellent communication and interpersonal skills, with the ability to interact effectively with both technical and non-technical stakeholders.
  • Vendor and Stakeholder Management: Experience in evaluating and implementing third-party tools and integrations to support business objectives.
  • System Monitoring and Performance Optimization: Proficiency in system monitoring and performance optimization techniques.
  • Agile Methodologies and Project Management: Familiarity with Agile methodologies and project management concepts.
  • Certifications: Certifications such as ITIL, CompTIA, or similar relevant credentials are a plus.
  • Continuous Improvement and Learning: Strong commitment to continuous improvement and learning, with a focus on staying abreast of emerging technologies in the tools space.
  • Prioritization and Time Management: Ability to prioritize and manage multiple concurrent initiatives while maintaining a high level of attention to detail.
  • Regulated Industry Experience: Experience in a regulated industry, such as healthcare or finance, is advantageous.
  • Process Enhancement and Operational Efficiency: Proven track record of driving process enhancements and operational efficiencies through innovative tools and technology solutions.

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