Senior IT Support Lead

2 weeks ago

New York, New York, United States Simons Foundation Full time

Position Overview

The Simons Foundation is in search of a proficient and proactive Lead IT Support Specialist. The ideal candidate will possess a robust background in IT support, exceptional interpersonal skills, and a dedication to providing superior service. This role entails overseeing a team of IT support specialists while also delivering direct IT assistance to foundation personnel.

Key Responsibilities

Daily IT Support

  • Address helpdesk inquiries and fulfill technology support requests from staff.
  • Set up and troubleshoot Apple devices.
  • Administer cloud accounts and software licenses.
  • Evaluate and implement software solutions.
  • Handle networking tasks.

Team Workload Management

  • Distribute incoming support requests among team members based on their expertise and current workload.
  • Ensure fair allocation to enhance team productivity.
  • Conduct regular meetings to assess the ticket queue, prioritize tasks, and resolve any issues.
  • Collaborate with team members to enhance workflow processes.

Performance Metrics

  • Track and evaluate key performance indicators related to ticket resolution, customer satisfaction, and team efficiency.
  • Develop strategies to achieve or surpass performance goals and service level agreements.

Tier-2 Support

  • Act as a technical escalation point for the support team.
  • Investigate and resolve issues promptly to minimize operational disruptions.
  • Oversee the onboarding process for new hires, ensuring all IT resources are provisioned and workstations are set up.
  • Manage the offboarding process for departing employees, ensuring data security and retrieval of IT assets.
  • Facilitate transitions and desk relocations for current employees as needed.

Additional Responsibilities

  • Mentor and guide IT Support Specialists.
  • Inspire and motivate team members to achieve their objectives effectively.
  • Serve as a backup for the Senior Manager, IT Operations when required.
  • Perform other duties as assigned.

Qualifications

Education

  • Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
  • Apple Certified Macintosh Technician (ACMT) certification or willingness to obtain it.

Experience

  • 4+ years of experience in Mac troubleshooting and support.
  • Familiarity with macOS Mobile Device Management (MDM) solutions.
  • Proficient in administering and supporting SaaS applications.
  • Experience with identity management or Single Sign-On (SSO) platforms.
  • Experience in mentoring team members and managing daily workloads.

Skills and Requirements

  • Proficient with command line interfaces.
  • Expertise in troubleshooting iOS devices.
  • Detail-oriented and responsive to requests.
  • Excellent communication and customer service skills.

Physical Requirements

  • Ability to move equipment weighing up to 40 pounds.
  • Capability to position oneself to install and repair equipment.
  • Willingness to move between various office locations to provide IT support.

Compensation and Benefits

  • The annual compensation range for this position is $90,000 to $115,000, based on experience.
  • The Simons Foundation offers a comprehensive benefits package.

Diversity Commitment

The Simons Foundation values diversity and is committed to creating an inclusive work environment. We encourage candidates from all backgrounds to apply.

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