IT Support Operations Leader

2 weeks ago

Jacksonville, Florida, United States RF-SMART Full time
IT Support Operations Leader

Location: Hybrid

Company Mission: We are dedicated to transforming customer interactions and making a positive impact on lives.

Position Overview:

We are in search of a skilled IT Support Operations Leader to manage our global IT support services. The successful candidate will be tasked with leading a team that addresses technical challenges efficiently and effectively. This position reports to the Senior Director of Corporate IT and Security and requires both practical troubleshooting abilities and strong leadership qualities.

Key Responsibilities:

  • Act as the primary liaison for Corporate IT and Security, managing incidents and requests while escalating larger initiatives as necessary.
  • Oversee the IT support operations, ensuring prompt resolution of technical challenges.
  • Advocate for and implement ITIL practices related to Incident and Problem Management within the organization.
  • Evaluate and enhance support operations through metrics to improve efficiency and user satisfaction.
  • Manage the ticketing system to ensure timely tracking and resolution of issues.
  • Engage in direct troubleshooting of technical problems, including network-related issues.
  • Ensure effective management of IT changes to reduce disruptions to business operations.
  • Maintain expertise in Microsoft Office, Windows, and other software applications to improve user experience.
  • Collaborate with the team to create user-friendly IT systems.

Qualifications:

  • Bachelor's degree in Information Technology or a related discipline is preferred.
  • A minimum of 4 years of experience in managing IT support services.
  • Strong skills in IT service management and strategic planning.
  • Proficiency in Windows, Office, networking, and hands-on IT management.
  • Experience in developing metrics, incident tracking, and applying ITIL best practices.
  • Familiarity with FreshService is advantageous.
  • Strong problem-solving and strategic thinking skills.
  • Excellent communication and leadership abilities.
  • Capability to delegate tasks effectively while maintaining integrity.

RF-SMART is an Equal Employment Opportunity (EEO) employer.

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