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Enterprise IT Service Desk Technical Lead

2 months ago

Middleton, Wisconsin, United States Ultratec Full time
Enterprise IT Service Desk Technical Lead

Ultratec, Inc., a leading provider of innovative technologies for the deaf and hard of hearing population, is seeking an experienced Enterprise IT Service Desk Technical Lead to join our team.

This full-time position offers a competitive starting wage, a comprehensive benefits package, and a dynamic work environment. We are committed to making reasonable accommodations for individuals with disabilities and religious beliefs.

As a pioneer in the industry, Ultratec has revolutionized the field with cutting-edge products like the Captioned Telephone (CapTel). We continue to push the boundaries of innovation, transforming lives worldwide.

Job Summary

The Enterprise IT Service Desk Technical Lead is responsible for providing advanced technical support to internal users through direct engagement on tickets, service level monitoring, and team mentorship. This role is part of a dynamic team that ensures smooth operations, resolves complex issues, and maintains high levels of customer satisfaction supporting Ultratec's corporate and platform systems and products.

Key Responsibilities
  • Lead a team of Service Desk Technicians, driving results and excellence in customer service.
  • Ensure calls are monitored and tickets are resolved or updated within service level agreements (SLAs).
  • Investigate and resolve escalated technical issues related to hardware, software, network connectivity, and applications, collaborating with other IT teams to find solutions promptly.
  • Handle complex incidents, service requests, and problems, prioritizing and managing multiple tasks effectively while adhering to SLAs.
  • Be a technical leader, conducting ongoing research and development of new processes.
  • Coordinate small project efforts amongst fellow teammates and customers.
  • Act as the primary point of contact for the Service Desk when necessary.
  • Dig deep into recurring issues, identify underlying causes, and recommend preventive measures, documenting findings and sharing knowledge with the team.
  • Create and maintain detailed documentation, including troubleshooting guides, FAQs, and knowledge base articles.
  • Work closely with Tier 1 and Tier 2 support teams to ensure seamless issue resolution, providing guidance and mentorship to junior technicians.
  • Deliver exceptional customer service by actively listening to users, empathizing with their concerns, and ensuring timely follow-up.
  • Propose process enhancements, automation, and efficiency improvements to enhance service delivery.
  • Follow established process and procedures to plan, install, test, and implement computer system hardware or software technologies.
  • Maintain a positive work environment by providing daily support and assistance.
Requirements
  • Technical/IS Degree completed or in process, certifications, or equivalent experience.
  • 5-8 years of hands-on Hardware Break/Fix experience highly preferred.
  • Prior experience with companywide Windows desktop deployments.
  • Proven expertise with M365, Windows 10/11, macOS, iOS, printers, copiers, and networking concepts.
  • Strong skills in troubleshooting and repair of workstations and networks.
  • Ability to research solutions and information regarding technical issues.
Preferred Qualifications
  • Ability to coach, mentor individuals and teams to continually raise performance and achieve excellent customer service.
  • Customer service focused individual with the ability to handle customer interactions with diplomacy and tact.
  • Strong problem-solving abilities.
  • Ability to work independently and collaboratively.
  • Customer-centric mindset.
  • Detail-oriented and organized.
  • Excellent interpersonal skills with the ability to gauge the customer's technical ability and communicate with them in an appropriate technical or non-technical language.
  • Ability to handle confidential information in an appropriate manner.
  • Strong people skills - ability to both listen and communicate effectively.
  • Proven leadership skills.
  • Strong organizational skills.
Physical Requirements
  • Ability to lift and/or carry 15-30 lbs. or more and push and pull carts when necessary.

Ultratec is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive work environment that values diversity and promotes equal opportunities for all employees and applicants.